Biomedical Research Customer Liaison

JCC: 4104
Grade: G

Research IT in the Stanford School of Medicine’s Office of Information Resources and Technology is seeking a Biomedical Research Customer Liaison to provide complex administrative and financial support for the Research IT team and its customers. This newly-created position will report to the Director of Research IT and will be embedded with a highly committed engineering team. You will interface with faculty and researchers and work closely with other administrators and finance staff.

Research IT (https://med.stanford.edu/researchit.html), in the Stanford School of Medicine, provides many custom research technology services to a large 10,000+ biomedical research community. We support basic research, translation and clinical trials. These services are related to access to clinical data, electronic data capture, learning healthcare systems, HIPAA compliant or 21 CFR Part 11 compliant research infrastructure or other complex research workflow. This newly created position, will support and liaise with our growing customer base composed of faculty, clinicians, researchers – doctoral and post-doctoral students, clinical trial coordinators and research collaborators from industry and other academic centers. Currently, Research IT has 50-60 distinct monthly customers and another 20-30 sporadic customers.

The Customer Liaison is fundamental to the team’s operation and success. This is a highly collaborative role that requires significant people skills, positive problem solving attitude and attention to detail. Ability to ramp up quickly and take pleasure in learning is a lot more critical than prior experience. Example job responsibilities in this role include:

You will be primarily responsible for ticket tracking, triage, customer feedback and publication tracking, budget tracking, invoice tracking, and invoice management. You will be responsible for making sure that the Research IT statement of work and customer deliverables are generated, communicated and tracked appropriately.
In order to be efficient and effective, you will be required to use complex IT systems. The systems currently in use include commercial products like CRMs (e.g. SalesForce, Service Now), and collaborative document management (e.g. Google-drive, Box). You will be required to assist with analysis of publications (e.g. Medline, bioRxiv), funding (e.g. NIH RePORT, Stanford SeRA systems) and other metrics. You will be required to keep the Research IT website (e.g. Adobe AEM) updated regarding personnel, staff publications and customer / use case stories.
One of the routine tasks will be customer setup, billing and review in Stanford approved systems like iLabSolutions or Service Now. Monthly review and approval of monthly billings will be routinely needed as well including discrepancy management. You will handle communications with customers including service outage notifications, project costs and estimated overruns, and get project authorization prior to start or extensions of work.
Develop responses to common “how-to” questions and maintain FAQs and wiki for customers. You will be responsible for tracking suitable Stanford social media publications regarding customer stories, upcoming conferences and other promotional opportunities. You will assist in developing literature and documentation surrounding the research use cases including educational, training and promotional material.
Research IT organizes informational seminars, educational trainings and co-hosts conferences to bring the research community together. You will be responsible for helping with the organization, promotion, generation of suitable promotional materials including those on social networking sites. You will assist with procurement of conference facility, setting up catering, audio-visual arrangement, ticketing (e.g. Eventbrite) and other event related logistics (e.g. parking permits for speakers).

This full-time, benefits-eligible position currently works in our Porter Drive office in Palo Alto. We anticipate that this position will move to the new Stanford Redwood City campus in late May to late June 2019.

– Other duties may also be assigned

DESIRED QUALIFICATIONS:

Educational background or experience in healthcare, biology or epidemiology.
Educational background or experience in communication.
Experience in research or academic environment.
Experience with billing and invoicing.

EDUCATION & EXPERIENCE (REQUIRED):

High school diploma and six years of administrative experience, or combination of education and relevant experience.

KNOWLEDGE, SKILLS AND ABILITIES (REQUIRED):

Advanced computer skills and demonstrated experience with office software and email applications.
Proven success in following through and completing projects.
Excellent organizational skills and attention to detail.
Excellent verbal and written communication skills.
Excellent customer service and interpersonal skills.
Ability to prioritize, multi-task, and assign work to others.
Ability to take initiative and ownership of projects.
Ability to routinely and independently exercise sound judgment in making decisions.

PHYSICAL REQUIREMENTS*:

Constantly perform desk-based computer tasks.
Frequently sitting.
Occasionally stand/walk, reach/work above shoulders, grasp lightly/fine manipulation, grasp forcefully, use a telephone, sort/file paperwork or parts, lift/carry/push/pull objects that weigh up to 10 pounds.
Rarely twist/bend/stoop/squat, kneel/crawl.

– Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

WORK STANDARDS:

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.