Client Services Associate II, COA Licensing

In collaboration with ICON, Mapi Research Trust is a non-profit, full-service provider, promoting the use of Clinical Outcomes Assessments (COAs) in studies, and encouraging exchanges of Patient-Centered Outcomes (PCO) and Clinical Outcome assessments information among academics, pharmaceutical companies, and health researchers. Since the mid-90′s we have been collecting and processing PCO information to provide reliable, comprehensive and up-to-date information services.

We offer free and subsidized access to Clinical Outcome Assessments information, licensing and their derivatives for thousands of independent and academic research programs in over 130 countries every year, and we maintain the world’s largest library devoted exclusively to COAs. Through our PROQOLID & PROLABELS databases, we create vital links among those at every level of Patient-Centered Outcomes studies. 

The Trust was founded with the mission of centralizing and quickly disseminating reliable, exhaustive questionnaire information to the scientific community. 

Mapi Research Trust is the largest single COA licensing provider and the most trusted name in distribution of COA instruments exclusively representing over 600 COAs.

Client Services Associate II

Location: EMEA

Home or office based

The Role:

The Client Services Associate II plays an active role in Mapi Research Trust’s client services team (PROVIDE) to maintain and expand client relationships through quoting and delivering clinical outcome assessment (COA) licensing and translation services.

• Deliver high quality customer service by interfacing regularly with customers and facilitating discussions with operations and collaborating teams via the ePROVIDE™ platform.

• Analyze clients’ COA licensing and translation needs and provide an accurate proposal with timelines and budget.

• Perform administrative tasks from request launch to finalization, including following up on invoice processing and tracking work time in the appropriate tools.

• Educate clients on new and existing company products and services.

• Participate in client and operational meetings with internal and external stakeholders.

• Support the preparation of client focused proposals and budgets.

• Manage a portfolio of key accounts and act as a COA licensing main contact for large strategic clients.

• Collaborate with internal teams to deliver COA licensing and MRT distributed translations in the context of multi-service projects.

• Oversee successfully the project lifecycle from proposal/award to delivery

• Coordinate with team members to achieve on time/qualitative deliverables and with other functional groups within the company where necessary to support milestone achievement.

• Coordinate and participate in negotiations and discussions with clients, as required.

• Perform administrative follow-up of requests, including contracting, invoicing as well as tracking all relevant information in the appropriate tools

• Develop and maintain filing and tracking tools in accordance with accepted practices.

• Support knowledge management efforts

• Assist with continuous departmental process improvements and participate in special projects periodically assigned, in addition to day-to-day duties.

• Performs other duties and tasks as are allocated at the reasonable discretion of the Company, such as system support and maintaining shared knowledge resources

To succeed you will need:

• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.

• Degree preferred

• 1-3+ years of experience in client services and/or project coordination

• Previous experience working remotely, preferred

• Fluency in English both orally and in writing, with excellent communication skills; experience working on international teams a plus

• Strong attention to detail with superior organizational skills

• Self-motivated and comfortable working both independently and as part of a team

Benefits of Working in ICON:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON 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.