Account Manager, Client Services (COA, eCOA)

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.

With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.

Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

Account Manager

Office or homebased

Flexible location across Europe or the US

Part of the Commercialization and Outcomes group of ICON, Mapi Research Trust is an independent not-for-profit organization specialized in patient-reported outcomes information. It collects, stores, analyses and distributes information to the entire scientific community. Mapi Research Trust represents authors of COA and distributes and licenses over 500 questionnaires.

Within the Trust, the PROVIDE team is in charge of answering clients' requests about COAs (Clinical Outcomes Assessment): how to get permission to use them, how to access them, what translations are available, etc.

We currently have an opportunity for an Account Manager, a client-facing role, office or remotely based. As the client's main point of contact throughout the lifetime of a project, successful candidates must possess exceptional communication and customer service skills. Applicants must also be able to demonstrate drive, passion, great attention to detail and be comfortable managing a variety of tasks at one time.

As an Account Manager, you will be dedicated to several key clients and asked to ensure clients' satisfaction by analyzing their needs, offering appropriate solutions and quotes (budgeting, proposal writing, client relationship management, timeline planning), coordinating with internal teams and with external parties.

You will be trained to process a project in autonomy, using standard tools and quality processes and with an appropriate client facing attitude.

Main responsibilities

• Manages a portfolio of active clients; handling client communications, client outreach and RFI/RFP response development and coordination with all stakeholders as needed.
• Qualify Clients request in an efficient manner.
• Coordinates with operational teams and other contributors (i.e. suppliers) to drive forward the creation of compelling and competitive proposals.
• Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base
• Participation in meeting with internal and external clients on operational topics (by conference call or face to face meeting)

  To succeed you will need:

• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints,
• Experience (min 3 years) in client services/account management,
• Experience in the domain of clinical outcomes assessments is a plus,
• Process-driven and strong attention to detail with superior organizational skills
• Strong team player
• Experience in managing multiple, varied tasks simultaneously and independently
• Ensure delivery of finished product at the expected level of quality within the set timelines
• Administrative follow-up of the projects from launch to finalization
• Self-motivated and comfortable working both independently and as part of a team
• MS Office Suite

  Why work with Mapi Research Trust ?

• Expanding organization within a large group, giving access to career opportunities
• Merit based advancement
• Multicultural team and fun atmosphere!

Benefits of Working in ICON:

Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture - one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.