Senior Coordinator, Client Experience

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

📋 Description

• Act as the point of contact for new clients moving from Business Development to Operations.

• Execute and oversee the Client Onboarding Framework.

• Provide CIRBI demonstrations and ongoing support and training to clients.

• Organize study start-up calls and facilitate transitions to Client Services.

• Assist in the transition of new studies to the designated Client Services Coordinator.

• Conduct regular check-ins to evaluate client satisfaction and outcomes.

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

• Create and deliver regular client reports, integrating feedback and resolving concerns.

• Serve as the main contact for Advarra/CIRBI support.

• Work collaboratively with internal teams to address client issues and prevent potential problems.

• Maintain client experience data in CRM software for ongoing enhancement.

⛳️ Requirements

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

• Preferred Bachelor's degree in business, communication, or a science-related discipline.

• High school diploma with 4 or more years of relevant industry experience is preferred.

• Experience in sales or business development is preferred.

• Proficient computer skills, particularly in Microsoft Office and CRM software.

• Familiarity with clinical research, including drug, biologics, and device trials.

• Knowledge of FDA and OHRP regulations and guidelines.

• Understanding of ICH guidance regarding informed consent and institutional review boards.

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

• Ability to frequently lift, raise, and lower objects weighing up to 10 lbs.

• Capacity to learn and understand basic instructions.

• Strong focus and attention to tasks and responsibilities.

• Effective verbal communication skills, along with listening, understanding, responding, and speaking abilities.

🏝️ Benefits

• Eligibility for variable bonuses in addition to base salary.

• Comprehensive health coverage.

• Paid holidays.

• Additional benefits.

• An inclusive and collaborative work environment.

• Reasonable accommodations available for applicants with disabilities.