Client Engagement Manager (CEM), SignalPath

​January 2017 - November 2017

 

I was a CEM for a clinical trial management SaaS solution, enabling clinical research teams to dramatically improve the ease and efficiency of their trial execution and financial management. I managed up to 22 clients (more than double the average CEM client load) through onboarding, implementation, training, and ongoing support.  As the CE representative for product, I organized user feedback and scoping sessions and managed the entire client services’ feature request backlog: prioritizing external and internal requests, writing business requirements and presenting features to the Product Team. Additionally, I created product update materials ahead of new feature deployments. As our clients and internal teams grew, I was proud of championing new technology solutions, resulting in increased stakeholder visibility and insight.

 

 

Subject Matter Expert (SME) / Product Team, SignalPath

​May 2015 - January 2017

 

As the only SME and 3rd employee of the company, when the product was still only an idea, I helped create the first SaaS platform that truly met the workflow and financial needs of clinical researchers. Beyond a pragmatic design, my mission was building SaaS tools that researchers would want to use, in turn creating a network of users that our company would leverage for long-term success. I defined the modules, components, and features, as well as proposed the strategic roadmap adopted for the first (MVP) release. I wrote feature requirements, created wireframes, and tracked the user stories to ensure alignment with the business goals. With engineering, I participated in grooming sessions, supported the QA team with user testing, and prepared update materials ahead of new feature releases. On sales calls, my live demos of the product’s value and features had a 40% conversion rate from demo to client, highest amongst the sales team.  I also traveled to +10 clients, spending 1-3 days observing and documenting their workflow processes and pain-points. As the SME, I was responsible for the platform’s ability to configure clients’ studies. This required recognizing missing functionality and writing requirements that would support future protocols across any therapeutic area or trial phase. The platform handled 99% (+250) of all studies provided by clients.

 

 

Clinical Research Coordinator (CRC), UCSF Medical Center

​July 2011 - July 2013

 

I managed multiple clinical trials and projects for the Breast Oncology Program and Decision Services Team. Certified in the SLCT and SCOPED processes for non-directive interviewing, I worked with +60 cancer patients helping them with discovery and decision making. I oversaw +150 patients’ trial and clinical care logistics, data capture and analysis, and regulatory compliance. This role required excellent communication and teamwork with physicians, administrators, patients, and external stakeholders.