Customer relations manager Jobs in Los Angeles, CA

Clinical Relations Manager

The Clinical Relations Manager is an experienced individual contributor responsible for supporting clinical trial recruitment and engagement efforts across assigned clinical sites. This role partners with Clinical Research, Clinical Relations leadership, and commercial stakeholders to execute recruitment strategies, support investigator engagement, and drive study enrollment.

The position contributes to training initiatives, site support activities, and communication strategies, while applying knowledge of clinical research processes and maintaining compliance with regulatory and company standards. The role operates with independence on assigned responsibilities while collaborating closely with cross-functional stakeholders. This role is primarily field-based rather than office-based and requires regular travel.

Clinical Study Recruitment

• Support clinical recruitment efforts across assigned U.S. IDE trial sites (KOLs) in partnership with Clinical Research and Clinical Relations teams
• Build and maintain strong working relationships with clinical sites to assess recruitment needs and challenges
• Develop and execute site-specific subject recruitment plans using established tools (e.g., Excellence in Research)
• Assist sites in achieving study enrollment targets through consistent follow-up and performance tracking
• Implement recruitment and retention initiatives targeting eligible patient populations
• Conduct patient chart reviews when authorized by clinical sites
• Track and report on key metrics to evaluate recruitment effectiveness
• Coordinate study-related meetings, events, and site engagement activities
• Attend industry meetings as needed
• Ensure compliance with HIPAA, federal/state regulations, and internal policies

Training & Support

• Support onboarding and training of new Clinical Relations team members as directed
• Reinforce best practices consistent with Good Clinical Practices (GCP) and company standards
• Act as a resource for Clinical Relations Associates and Managers on study processes and tools
• Provide input on employee development and training needs
• Support training of CRAs on CRM collaboration and processes, as requested

Clinical Outcome Compliance

• Ensure consistent collection and documentation of study data in accordance with protocols and standards
• Communication & Coordination
• Support development and implementation of communication strategies to evaluate program effectiveness
• Assist in preparation of investigator meetings and clinical study presentations
• Participate as needed in investigator meetings and training sessions
• Monitor referral sources to ensure appropriate patient communication
• Contribute to development and distribution of study newsletters and recruitment materials
• Support coordination of investigator and industry meetings
• Collaborate with marketing at industry events, as needed

Operational Support

• Maintain and update CRM study tools and systems (e.g., iMednet, Scorecards, Trackers & iPad tools)
• Support development of scheduling tools and patient outreach initiatives
• Assist in creation of surveys and feedback tools to assess customer and site performance
• Contribute to development of surgical forms and process improvements for new products
• Knowledge of Operating Room setting (e.g., sterile field, opening of sterile products)
• Provide backup support to CRA and Surgical Specialist activities when needed
• Support initiatives related to in-office surgical program development
• Minimum 9+ years in ophthalmology (COA Certified Ophthalmic Assistant or COT Certified Ophthalmic Technician preferred)
• Minimum 5+ years of relevant experience in the medical device or pharmaceutical industry, preferably with experience in ophthalmology and medical devices
• Experience in clinical research, study coordination, or related field preferred
• Knowledge of ophthalmic medical terminology required
• Familiarity with clinical trial processes, recruitment strategies, and regulatory requirements
• Experience supporting training programs or onboarding initiatives preferred
• Strong communication, interpersonal, and analytical skills
• Ability to manage multiple priorities and work independently with guidance
• Strong organizational and time management skills required
• Proficiency in Microsoft Office
• Ability to work effectively in cross-functional and team-based environments
• Willingness to travel as required (approximately 75%) Required Flexibility, as assignments vary in location, time intensity
• Demonstrates integrity, accountability, and professional credibility
• Bachelor's degree preferred, with a major in biological science, nursing or other health-related discipline
• Multiple levels available depending on experience
• Salary Range from 81,000. - 150,000. depending on experience