{"id":896952,"url":"https://alion.io/job/prolaio-customer-success-specialist-6pm-2am-ct","title":"Customer Success Specialist (6pm-2am CT)","company":{"id":688731,"name":"Prolaio","domain":"prolaio.com","url":"https://alion.io/company/prolaio","size_band":"1-10","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":149000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-08-25T15:51:43Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-09-24T06:48:05Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"Who Are We?\nProlaio believes that continuous learning and collaboration can make a significant difference in how heart care is administered. We are creating smarter ways to address heart disease and heart risks by uniting patients, care teams, and researchers on a secure, technology-enabled platform that drives clinical innovation and offers a path towards better patient outcomes.\nThis is precision cardiology, and we know it’s within reach.\nWhat Will You Do?\nThe Overview\nAs the Customer Success Specialist, you will be the front-line customer success and technical support for Prolaio clinical projects, with a secondary component supporting clinical research coordination. The person in this position responds to calls, emails, and support tickets in a timely and professional manner, provides technical support regarding device and platform use to patients, clinicians, and monitored subjects, and conducts proactive review of study compliance and data collection. In support of assigned studies, this role also assists with protocol-required coordination activities in accordance with the protocol, ICH-GCP, and applicable regulations.\nThe Specifics\nCustomer Success (Primary) \nAnswer support calls and emails coming into Prolaio's support channels from participants and clinical staff, handling all calls professionally and per company call-handling procedures.\nReview compliance alerts generated by Prolaio's monitoring platform, assess data quality issues, and contact clinical staff or monitored subjects as needed to maximize successful data collection.\nDiagnose and troubleshoot hardware and software issues, helping customers resolve problems over the phone or through messaging and escalating when applicable.\nManage support requests received via email and Prolaio's help ticket system, completing ticket resolution forms according to our SLAs.\nPlace customer orders in the Prolaio Inventory Database, communicating regularly with the inventory team to fulfill requests received through tickets, calls, or internal communications.\nComply with Quality Management System (QMS) expectations, including Biosketch forms, job descriptions, and training requirements.\nContribute to other business activities as reasonably assigned by management.\nClinical Research Coordination (Secondary) \nComplete all required training on a timely basis, including ICH-GCP certification, sponsor-provided and IRB-approved protocol training, protocol amendment training, study-specific manuals training, and EDC/IVRS or other electronic systems training.\nConduct virtual study subject visits and other protocol-required procedures, documenting promptly and answering participant questions.\nComplete data entry and query resolution promptly per internal guidelines and sponsor expectations.\nLiaise with data, administrative, and clinical staff, investigators, research participants, and sponsor/CRO representatives.\nParticipate in subject recruitment and retention efforts, engaging with participants to understand and address their concerns.\nWhy Prolaio?\n Impactful Work: You will join in the fight against heart failure (HF) and hypertrophic cardiomyopathy (HCM) with the goal of extending and saving the lives of our patients while also being at the forefront of changing the healthcare industry through technology.\nInnovative Environment: You will be part of an organization doing something that’s never been done before.\nProfessional Growth: You will join a growing team and have a substantial impact on our daily and future operations with the opportunity to continuously learn and grow.\nCollaborative Team: You will be part of a team of collaborative, curious, and committed individuals focused on the collective good, inclusiveness, scientific excellence, and advancing digital health for cardiology.\nWho You Are?\nBachelor's degree preferred.\n1-2 years in customer service, technical support, or a helpdesk role, preferably in a clinical or healthcare setting (required).\nExperience as a CRC, research assistant, data coordinator, or equivalent in a clinical research setting (preferred).\nACRP or equivalent certification a plus.\nEnergetic, detail-oriented, and goals-driven, able to multitask while maintaining quality.\nStrong problem-solving skills; able to diagnose and troubleshoot technical issues independently and as part of a team.\nProficient verbal and written English required.\nExperience with helpdesk ticketing systems and support platforms, specifically Zendesk.\nFamiliarity with compliance monitoring in clinical or healthcare environments.\nWorking knowledge of Google Suite, CRM, and project management tools.\nInnovative, can-do attitude with willingness to embrace new tools and processes.\nWhy You’ll Love Working Here\nMeaningful Compensation: Competitive salary, performance bonus, and equity so you can share in what we build.\nGreat Health Coverage: Medical, dental, and vision plans with multiple options and strong company contributions.\nFlexible Spending Perks: HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account to support wellness, commuting, family needs, and more.\nTime to Recharge: Generous paid time off, sick leave, and company holidays.\nFamily-First Benefits: Paid parental leave, caregiver leave, and support for growing families.\nSecurity & Peace of Mind: Company-paid life insurance and short- and long-term disability coverage.\n Plan for the Future: 401(k) plan to help you build long-term financial security.\n Care When You Need It: Easy access to telehealth and optional supplemental coverage for life’s unexpected moments.\nStarting Compensation: $25.96/hour ($54,000 annualized). Exact compensation may vary based on skills, experience, and location. This is a non-exempt position and is eligible for overtime in accordance with applicable law.","description_format":"text","description_chars":5805,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Equity","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Hardware","Health Care","Clinical Research"],"lifecycle":[{"event":"open","at":"2026-09-14T09:56:29Z"}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.689,"p_room":0.75,"age_days":29,"expected_fill_days":41,"reasons":["conf:4","velocity","win:late"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/prolaio-customer-success-specialist-6pm-2am-ct","json_url":"https://alion.io/job/prolaio-customer-success-specialist-6pm-2am-ct.json","meta":{"generated_at":"2026-09-24T07:22:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}