General Information

Organization: WCG IRB

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:  

The Client Partnership Director position is the primary point of contact and account manager for an assigned list of clients to provide them with exceptional customer service to retain and grow the account. This role is the liaison between the client, the company, and the Operations team.  This position will drive and grow the business by leveraging their relationships within existing accounts through targeted client outreach. The goal of this role is to optimize WCG’s value with current business relationships and increase client satisfaction, thus growing new client relationships. The position is critical in aligning the needs and expectations considering internal capability/capacity, compliance and regulatory requirements and external client requests. 

VACCINATION REQUIREMENT:

To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.


EDUCATION REQUIREMENTS:
  • Bachelor’s Degree or equivalent experience

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:
  • Current CIP (Certified IRB Professional) certification preferred
  • Knowledge of FDA Code of Federal Regulations and ICH Guidelines

QUALIFICATIONS/EXPERIENCE:
  • 7-10 years’ client relations/project management experience in clinical research/life sciences organization.
  • Demonstrated client relationship/customer service orientation preferably in the CRO, sponsor, and/or biotech setting.
  • Experience working in an IRB setting preferred
  • Must be conversant with applicable regulations and industry standards governing clinical research and human subject protection.  
  • Knowledge of FDA regulations as they relate to research and experience working with medical terminology preferred.
  • Ability to read, analyze and interpret bids/quotes, technical procedures, legal documents, and government regulations.  
  • Advanced skills in Microsoft Office required and experience utilizing complex databases system in performance of your work. Strong skills regarding the development and delivery of presentations required.  
  • Must have demonstrated sound judgment skills with ability to plan and organize work effectively and can rely on experience and judgment to plan and accomplish goals
  • Individual must possess the ability to work independently and responsibly. Must have demonstrated initiative and be a self-starter with ability to multi-task, work in stressful situations, and meet strict deadlines.  
  • Must have strong analytical skills with a high degree of accuracy in a highly regulated industry
  • Must be able to maintain confidentiality
  • Strong interpersonal skills required such as a focus on resolving conflict, listening objectively and openly to others’ ideas, and contributing to building a positive team spirit. Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results.  
  • Exhibit excellent verbal and written communication skills. Possess attention to detail with ability to proof-read and detect errors in typing, spelling, grammar, syntax, and punctuation required 
  • Stellar customer service skills
ESSENTIAL DUTIES/RESPONSIBILITIES: 
  • To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.
  • Interact with clients regularly by responding to client inquiries and participating in governance, be sought out as a thought leader in services and solutions to business needs that drive client satisfaction
  • Is transparent on information, and present findings to clients
  • Ensures WCG is a valued and integral partner to achieve client goals resulting in revenue growth
  • Implements our customer experience vision and strategy by assessing existing programs grounded on insights from quantitative and qualitative research we undertake as well as applying your own experience and external data sources
  • Actively engages with clients as the primary point of contact that responds to client questions in an urgent manner. 
  • Anticipates and prevent any service issues when possible. When prevention is not possible, assess and resolve issues using best judgment to ensure client satisfaction.  Inform clients of any major changes to processes and procedures.
  • Devotes your expertise in client services to offer our services and solutions, including but not limited to the following activities:
  • Develops a trusted advisor relationship with client key contacts and executive sponsors, such that all business activities are closely aligned with the client’s business needs
  • Manages existing clients by offering a customized experience and partnership through regular, direct interactions in a proactive and purposeful manner. This is achieved by meeting or exceeding weekly touch point targets to drive business. Make proactive outbound client calls to assist in growth of assigned accounts.
  • Supports all activities and service to clients for assigned research studies to ensure service is being met or exceeded within company standards.
  • Manages account activities, partnering across departments to ensure smooth delivery. Service and solution consultant to our client portfolio.
  • Partners with internal stakeholders in leveraging client feedback and analytics to evolve services and solutions to best in class
  • Works with Operations team members to manage client activities as well as escalated client issues that arise in the project team with professionalism and staying within established company policies and procedures.  
  • Communicates proactively, effectively, and professionally; both internally and externally. Take responsibility for maintaining an established, open line of communication with internal colleagues, as well as external clients. This can be demonstrated by ability to solicit real time feedback; whether it is on a certain project from staff or from the customer on overall company experience and be aware of any issues or concerns to ensure effective resolution and exceed client expectations.
  • Initiates and leads study kick-off calls.
  • Ensure study related information is correctly and uniformly communicated to clients per company standards.
  • Utilize Salesforce.com to manage client outreach, activity, client feedback and personal performance with each client.
  • Prepare and maintain internal and external reports. Provide quarterly reports to strategic clients.
  • Partner with Operations to ensure established deadlines and service standards for new investigator packets and/or study related approvals are maintained.
  • Work as a team with all Operations team personnel creating and implementing improved processes and policies with project administration.  
  • Stay abreast of applicable federal regulations governing IRB review of research by attending seminars, training sessions, professional meetings, and maintaining certifications.
  • Occasional travel to meet clients or attend conferences may be necessary.
  • Evaluate and suggest procedural changes to encourage continuous improvement. 
  • Other duties as assigned.  These may, on occasion, be unrelated to the position described here.
  • Attendance and punctuality are essential functions of the position

TRAVEL REQUIREMENTS: 15%

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