Client Manager

Role: Client Manager, Firecrest

Location: Johannesburg, SA OR Warsaw, Poland

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.

FIRECEST is ICON’s Digital Engagement platform, simplifying life for the key parties involved in clinical trials and making it easier for them to carry out their responsibilities.  Firecrest provides a suite of digital tools to support the delivery of clinical trials and produces highly visual and engaging content. The Client Manager role is critical to the delivery of high-quality digital products to our clients.

The Role
The primary responsibility of the Firecrest Client Manager is to manage the relationship with our customers and ensure a smooth delivery of our services at all times. On a day to day basis, the Firecrest Client Manager will be responsible for all aspects of the delivery of the FIRECREST portal, training users on accessing digital products, running reports, handling change requests and responding to any queries or issues customers have, along with the maintenance and closeout of all assigned projects. For the full duration of the clinical trial, the Client Manager will be the main point of contact with our clients.
 

Responsibilities

• Exhibits a clear ability to build and maintain strong customer relationships with internal stakeholders and customers,  ideally incorporating a technical support/training/digital background.
• Identifies opportunities to grow business with clients, communicating and advocating new digital products and ensuring seamless rollout to sponsors.
• Liaises with content production team to develop a firm understanding of client needs in advance of launching the portal/trainings to the study teams.
• Analyses and reports on portal/training utilization/compliance metrics on a monthly basis. Initiates action plans when indicated to maximize solution usage.
• Conduct training/awareness/support meetings for the client (via teleconference or face-to-face i.e. Investigator Meeting).
• Financial tracking for all studies to ensure accurate budget management.

Role Requirements

• Bachelor's degree or local equivalent in Science\Business\IT, however candidates with equivalent work experience in a customer facing role will be considered
• 2-3 years relevant experience in a client facing role ideally with technical support/online training/digital products background.
• Strong client relationship management, with an ability to quickly understand digital products and demonstrate/upsell our offerings to Sponsors.
• A team player who responds/actions items in a timely manner and is effective at liaising well with all Stakeholders

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.

#LI-HYBRID Warsaw Johannesburg