Senior Coordinator, Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a bridge for new clients as they transition from Business Development to Operations, ensuring a seamless handover.

• Execute and oversee the Client Onboarding Framework to align with client expectations and objectives.

• Conduct CIRBI demonstrations while providing ongoing support and training to clients.

• Organize study start-up calls to ease the transition to Client Services.

• Assist in the transition of new studies to designated Client Services Coordinators by setting clear expectations and establishing communication channels.

• Schedule regular check-ins to assess client satisfaction and outcomes.

• Evaluate and monitor timelines and quality metrics to address any dissatisfaction.

• Create and deliver periodic client reports that incorporate feedback and address any concerns.

• Serve as the primary contact for Advarra/CIRBI support, conveying client needs and feedback.

• Work collaboratively with internal teams to resolve client issues and proactively manage potential challenges.

• Maintain client experience data in CRM software to drive continuous improvement.

⛳️ Requirements

• A minimum of 2 years of experience in an IRB, health-related field, or clinical research.

• A Bachelor’s degree in business, communication, or a science-related field is preferred.

• A High School Diploma accompanied by 4 or more years of industry experience is preferred.

• Experience in sales or business development is preferred.

• Intermediate computer proficiency, including familiarity with MS Office products and CRM software, is preferred.

• Knowledge of clinical research, including drug, biologics, and device trials, is preferred.

• Understanding of FDA and OHRP regulations, along with ICH guidance for informed consent and institutional review boards, is preferred.

• Capability to sit or stand for extended periods at a stationary workstation.

• Ability to regularly lift, lower, and carry objects weighing up to 10 lbs.

• Aptitude to learn and comprehend basic instructions.

• Strong focus and attention to tasks and responsibilities.

• Effective verbal communication skills, including listening, understanding, responding, and speaking.

🏝️ Benefits

• Potential for a variable bonus in addition to the base salary.

• Comprehensive health coverage.

• Paid holidays.

• Additional benefits.

• Flexible remote work arrangement.