Manager Customer Care (Clinical)

February 5 2021
Industries Consulting services
Categories Customer Service, Call Centres, Pharma, Biotech, Sciences, R&D, Customer service, Supervisor, Team leader, Customer service
Toronto, ON


Toronto, Ontario


 This is a full-time Customer Care Manager position. Candidates should have 5+ years' prior experience working in a Help Desk / Customer Service at a CRO/ Biotech /Pharmaceuticals.

The Customer Care Manager is the first point of contact with our End-Users and as such, will provide outstanding customer support that mirrors the quality of Axiom's products and services.


  • Manage the overall delivery of Customer Care services to end-users
  • Manage Customer Care personnel, including training and hiring
  • Ensure Axiom's standards are maintained through ongoing coaching and training of Customer Care Associates
  • Oversee Customer Care Global Team scheduling and coverage planning to ensure 24/7 support
  • Communicate with Project Managers and IWRS Lead to ensure accurate and timely resolution of critical issues
  • Provide professional assistance to End-Users based on working knowledge of ICH-GCP and 21 CFR Part 11
  • Record tasks, defects and incidents within Axiom's ticket management system and perform validation of software updates
  • Produce monthly reports and deliver department updates at Internal Operations meetings
  • Produce daily, monthly, quarterly, and annual Salesforce reports
  • Monitor and administer Customer Satisfaction Survey feedback, and ensure consistent achievement of key performance indicators (KPIs)
  • Monitor and support SMEs to ensure adherence of eCRF and Protocol training requirements
  • Back-up support for cases in peak hours, and main point of contact for
  • Address employee performance issues and deliver corrective action and performance improvement plans, if necessary
  • Develop, implement and update Customer Care Standard Operating Procedures (SOPs) and Internal Work Instructions (IWIs)
  • Document study-related contact information and activate Electronic Signatures for end-users
  • Collaborate with the Project Management Team during the initiation, maintenance and close-out of projects
  • Collaborate with the Quality Assurance department to ensure compliance for the following, but not limited to Deviations and Change Controls
  • Lead and manage all Customer Care projects to ensure deadlines are achieved
  • Assist with new employee on-boarding and participate in discussions regarding best practices to ensure employee success
  • Work closely with the Director of Customer Care and Software Management Operations to achieve corporate objectives and participate in monthly status meetings


  • Respond to Customer Care calls and emails
  • Interview, train, manage, and evaluate the performance of Customer Care Associates
  • Oversee tasks performed by Customer Care Associates and provide suggestions / feedback
  • Provide Customer Care Associates with guidance in handling difficult or complex issues so they can be resolved effectively and efficiently
  • Manage Customer Care scheduling to ensure that the appropriate coverage is in place
  • Conduct weekly and monthly team meetings
  • Issue Training Certificates to End-Users upon training completion
  • Activation and management of Electronic Signatures (Usernames, Passwords, Authorization Codes)
  • Creation of Test User Access
  • Logging tasks and defects to address End-User reported issues
  • Testing of tickets for Axiom software updates / bug fixes
  • Discuss potential functionality updates with Product Innovation and initiate Change Control Requests (if required)
  • Review Customer Care procedures and develop / update SOPs and IWI's
  • Conduct surveys / measure key performance indicators to determine and improve the effectiveness of all customer care activities
  • Organize and review Customer Care cases for future reference and learning
  • Assist in eCRF and functionality testing prior to project launch
  • Assist with training as required
  • Prepare daily, monthly, and annual statistical reports
  • Assist with recommendations and enhancements to our CRM System Salesforce
  • Lead all Senior projects and manage deadlines


  • 5+ years Help Desk / customer service experience with an emphasis on problem solving and conflict resolution
  • Previous experience in healthcare, clinical research or biotech
  • Clinical research knowledge obtained through education or work
  • Bachelor's degree in science or healthcare related field
  • Successful performance as a recent Supervisor / Manager
  • Excellent written communication skills and ability to develop new Standard Operating Procedures (SOPs) for the department
  • Excellent leadership and people management skills
  • Enthusiastic and resourceful with perceptive listening skills
  • Excellent written and verbal communication skills
  • Strong organizational skills and attention to detail
  • Adept at multi-tasking and problem solving
  • Willing to work in a fast-paced environment and possess the ability to solve problems with a sense of urgency
  • Able to work independently yet collaboratively and with minimal supervision
  • A creative thinker who can bring forth new ideas and enhancements to our applications and
  • Ability to learn, retain, and communicate information
  • Basic understanding of web-based technologies and browsers
  • Strong computer and keyboard skills, with proficiency in Microsoft Office and an understanding of TMS and CRM systems
  • Ability to develop effective rapport with other teams and departments


All interested applicants are requested to submit a resume and cover letter. We thank all applicants in advance for their interest but only those selected for interview process will be contacted. No phone calls or third-party recruiters please.

Axiom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, among other things, or status as a qualified individual with a disability.


Axiom Real-Time Metrics Inc. is a leading technology company in the clinical trial space. We work with small to medium biotech, pharma and CROS to provide efficient technology platforms to commence and enhance clinical trials/clinical studies.

We are a growing diverse team developing and supporting an innovative system where you will make significant contributions to challenging projects using leading edge technology in a collaborative environment.

Axiom offers flexible hours, the ability to choose work schedule allowing you to avoid the worst of Toronto's rush-hour traffic. We believe in allowing our creativity to flourish working in a laid-back professional but casual environment. We are jean friendly; every day and we keep an employee lounge stocked with a variety of snacks and coffee.

The Company is very team oriented and we believe in celebrating our milestones and colleagues. We often have Company events, luncheons and ice cream days during the summer. We organize community service events and team building outings to promote and celebrate collaboration. We work hard but smart and have a passion for leading edge technology with great customer service.

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