Client Services Associate II

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Client Services Associate II

Location: North America or Europe

Job Description

• Provide technical direction for the development, design, and systems integration for customer engagements
• Manage day to day planning, execution, financial and timeline management of multifunctional projects with varying complexity while adhering to SOPs and performance metric standards
• Identifying and resolving issues that may negatively affect operationalization of eCOA tools and the project.  Escalating issues to leadership as needed.
• Adaptation to change and competing priorities
• Regular internal reporting (dashboards, meetings, risk management, action plan, presentations, …)
• Establish strong customer relationships and seek opportunities to increase customer satisfaction and deepen relationships; Communicate effectively to qualify their needs and propose solutions, inform them of the project status
• Ensuring clients' satisfaction by analyzing their needs, working with them to understand study specific eCOA designs and requirements, offering appropriate solutions and quotes. Advising sponsors on best solutions to adopt, providing technical expertise.
• Coordinating with internal teams involved in the project and with external parties (such as authors, copyright holders and eCOA vendors) to ensure eCOA study requirements and specifications are clearly understood and documented
• Responsible for managing the development, review and approval of project related study documentation during throughout the full life cycle of the project implementation
• Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes etc,
• Handle UAT projects

You will need:

• Subject Matter Expertise in the areas of eCOA and other technologies
• Bachelor’s degree
• 3+ years experience in work involving attention to detail and ability to focus on tasks for multiple hours
• Strong working knowledge of Microsoft Office tools
• Solid technical background, with understanding in software development and clinical technologies (EDC, eCOA, IWRS etc.)
• Excellent expertise of Project Management principles (certification is a plus PMP / PRINCE II, CAPM, PgMP, etc.) to define and monitor project scope, budget, timelines, resources, quality (all effective internal and client policies and standards) and deliverables for the full project life cycle
• Adaptation to change and competing priorities
• Team spirit
• Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base
• Following procedural documents and participating in reviewing and updating documents to make sure they are reflective of industry standards and easily followed.

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.