Location: Remote
Organization: Velos LLC
Job Type: Full Time - Regular
Description and Requirements
ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.
WHY WE LOVE WCG: At WCG, our employees are our most valuable asset and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health and to help them make the most of their future.
- Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
- Employee Assistance Programs and additional work/life resources
- Referral Bonuses and Tuition Reimbursement
- Paid time off including holidays, vacation, and sick time
- Opportunities for career development with on-the-job training, certification assistance and continuing education reimbursement
The expected annual salary for this position is $65,700 - $102,000. This salary range may vary based on the candidate's qualifications, experience, skills, education, and geographic location.
JOB SUMMARY: The CTMS Client Delivery Analyst supports the delivery of Clinical Trial Management System (CTMS) projects for WCG’s clients. This pivotal role partners with the Senior Director, CTMS Solutions, Senior Manager, CTMS Services, and project teams to coordinate project activities, assist with process mapping, facilitate communication with clients, and help ensure a smooth adoption of CTMS solutions. The Analyst also serves as the first point of contact for user support, assisting with basic technical issues and resolving routine system questions to ensure a positive experience for all users.
ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.
- Act as a critical operational point of contact for designated key clients and will represent the client’s interests across all projects. Approach designated key clients as advocates and relationship managers, purveyors of knowledge, and problem solvers.
- Identify key client strategic needs and develop strategies with input and collaboration from relevant internal stakeholders to meet those needs.
- Ensure planning, organizing, and tracking of key project tasks and milestones are occurring in support of CTMS system rollouts.
- Act as a trusted advisor and point of contact, delivering prompt responses, expert guidance, and innovative problem solving throughout every project.
- Document key discussions, capture decisions, and maintain detailed project records to facilitate informed collaboration and alignment among stakeholders.
- Orchestrate meetings, provide comprehensive project status updates, and ensure seamless communication and follow-through across teams.
- Solicit, analyze, and share client and internal feedback to drive iterative enhancements to processes, services, and solutions.
- Conduct thorough reviews of project deliverables and oversee key details to ensure exceptional solution quality and consistency.
- Manage the initial support for eResearch CTMS users, addressing inquiries and challenges through multiple channels and ensuring timely and effective resolution.
- Diagnose and resolve user-reported issues - such as access, navigation, and functionality - providing clear and actionable solutions.
- Maintain accurate and up-to-date records of user inquiries, resolution status, and follow-up actions to uphold superior service standards.
- Provide insight-driven operational support to Business Development initiatives, driving cross-functional success.
- Attendance, time management and punctuality are essential functions of the position.
- Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
EDUCATION REQUIREMENTS:
- Bachelor’s degree preferred. Equivalent combination of significant work experience in related field, education, and skills to perform the job may be considered in lieu of a relevant degree.
QUALIFICATIONS/EXPERIENCE:
- 1–3 years of experience in clinical research operations or healthcare project support, preferably with direct CTMS experience.
- Strong client engagement and relationship management abilities in technical solution settings.
- Experience providing basic user support or working in a help desk environment is preferred.
- Proficient in gathering and documenting business and functional requirement.
- Working knowledge of CTMS or similar clinical research platforms preferred.
- Excellent facilitation, presentation, and training skills—able to communicate with both technical and non-technical audiences.
- Strong organizational, time management, and multitasking capabilities.
- Excellent problem solving/decision making skills.
- Demonstrated negotiation skills.
- Excellent interpersonal skills.
- Ability to function effectively in a fast-paced environment and manage multiple projects simultaneously.
- Proficient knowledge of MS Office, specifically Word, Excel, and PowerPoint, as well as awareness of Adobe, Visio and MS Project and the ability to produce detailed reports and presentations using these tools.
TRAVEL REQUIREMENTS: 0% – 5%