Customer Success Associate Remote Jobs in Madison, WI

MERIT CRO, Inc. is a global clinical trial endpoint expert specializing in multiple therapeutic areas and preclinical research services, enabling a seamless transition from preclinical to clinical phases of drug development. We’re committed to making a difference and are seeking talented people to join our team. Collaboration and customer focus are at the core of everything we do. We value diversity and are interested in people with drive, dedication, and creative problem-solving skills.

MERIT is seeking a full-time employee who can work in our Madison, WI location. The Preclinical Ophthalmic Technician supports preclinical ophthalmic research by collecting, reviewing, and supporting analysis of ophthalmic data from laboratory animals across multiple species. This position is a multi-level role; candidates are hired at the appropriate level (Associate through Technician III) based on education, experience, and demonstrated technical independence.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Responsibilities vary by level.)

• Perform ophthalmic data collection in laboratory animals in accordance with approved study protocols, amendments, SOPs, and study‑specific procedures.
• Support ophthalmic procedures such as pachymetry, electroretinography (ERG), optical coherence tomography (OCT), ophthalmic photography, specular microscopy, and confocal biomicroscope according to training and qualification level.
• Review study documentation and follow study‑specific requirements prior to data collection.
• Perform data quality control (QC) and basic data review as appropriate to level.
• Maintain a safe, clean, and organized work environment and follow all safety and animal welfare requirements.
• Collaborate with internal teams to ensure accurate data capture and study execution.

Additional Responsibilities by Level

• Technician I–II: Independently perform assigned ophthalmic procedures; assist with equipment calibration, maintenance, and SOP updates; troubleshoot routine technical issues.
• Technician III: Independently execute complex, multi‑modal ophthalmic procedures; prepare and update SOPs; perform preventative equipment maintenance; train and mentor junior staff.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following qualifications represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work effectively in a regulated preclinical research environment.
• Demonstrated attention to detail and commitment to data quality.
• Ability to follow written procedures, protocols, and SOPs.
• Strong interpersonal skills and communication skills.
• Ability to work independently with responsibility commensurate with level
• increasing responsibility based on level
• Ability to work on site in Madison, WI; occasional evening or weekend work may be required based on study timelines and deliverables.

EDUCATION AND EXPERIENCE

Final placement level is determined by education, years of experience, technical proficiency, and demonstrated independence.

• Associate: Associate’s degree (or equivalent experience) in a life science or related field; limited ophthalmic or laboratory animal experience.
• Technician I: Bachelor’s degree (or equivalent experience) with approximately 1–3 years of relevant ophthalmic or laboratory animal experience.
• Technician II: Bachelor’s degree (or equivalent experience) with approximately 2–4 years of progressive ophthalmic and laboratory animal experience.
• Technician III: Bachelor’s degree (or equivalent experience) with approximately 3–5+ years of advanced ophthalmic and multi‑species laboratory animal experience.

Other Skills and Abilities:

• Knowledge of ophthalmic instrumentation and imaging systems used in preclinical research.
• Ability to learn new procedures, equipment, and software.
• Strong organizational, time‑management, and problem‑solving skills.
• Proficiency with standard computer applications and ability to learn study‑specific software.
• Professional demeanor and ability to work effectively in a team environment.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must have or obtain a TB test or provide a signed declaration. Must not have an allergy to any of the above-listed research animals that limits the ability to complete the job.
• While performing the duties of this job, the employee is regularly required to use hands; to touch, finger and grasp, handle or feel, with repetitive motions, and talk or hear.
• The employee is frequently required to stand; walk and sit.
• The employee is occasionally required to reach with hands and arms, stoop, crouch, kneel and climb.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The noise level in the work environment is usually quiet to moderate.

Benefits Offered:

• 401(k) Retirement Plan
• 8 Paid Holidays Observed
• Healthcare Insurance
• Paid Long Term Disability Insurance
• Paid Life Insurance and AD&D
• Paid Time Off
• Paid Sick Time
• Voluntary Insurance (short-term, accident, etc.)

MERIT CRO, Inc. is an equal opportunity employer, and we are committed to hiring a diverse and talented workforce. It is the employment policy and practice of MERIT CRO, Inc. to recruit and hire qualified employees without discrimination based on race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, age, mental and physical disability, pregnancy, medical condition, genetic information, political affiliation, union membership, status as a parent, marital status, military or veteran status, or other classes protected by applicable law, and to not discriminate concerning compensation and opportunities for advancement, including upgrading, promotion, and transfers. We will provide reasonable accommodation to qualified individuals throughout the application, interviewing, and employment process. If you require