Client Services Associate II

Client Services Associate II - Homebased - Mexico, Brazil, Chile, Colombia, Peru, Argentina

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

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.

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

What you will be doing

• Deliver high quality customer service by interfacing daily with customers via the ePROVIDE™ platform.

• Manage daily customers’ requests assigned

• Analyze clients’ COA licensing and translation needs and provide an accurate proposal within appropriate timelines.

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

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

• Act as a COA licensing main contact for strategic clients, as appropriate.

• 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 continuous knowledge management efforts

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

Your profile

• Bachelors degree minimum requirement

• 2+ years of experience in client services and/or project coordination

• Excellent customer service skills, including ability to communicate clearly and timely with international clients and

• Problem solving and solution-oriented mindset.

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

• Strong attention to detail with superior organizational skills, ability to manage multiple projects and clients simultaneously

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

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

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON 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 or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply