Client Services Associate II, PCS

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.

The role:

To support efforts to maintain and expand upon client relationships for the assigned MRT service area(s) through costing and proposal development, single service project planning, pipeline tracking and management and client communication management.

Some responsibilities:

• Interface regularly with customers, receive and routing requests, and facilitating discussions with operations and/or scientific personnel as needed.

• Support client focused proposals, budgets and client grids 

• Adhere to the relevant MRT proposal process

• Chair kick-off and resource meetings and coordinate the participation of appropriate personnel in the proposal development process, as needed.

• Set-up and participate in project strategy meetings for key/ non-key opportunities

• Liaise with the appropriate personnel including sales, science, and operations throughout the proposal development process

• Prepare costs for proposals using costing tools 

• Submit final proposal, on time, to client

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

• Support other Client Services and BD staff in multi-service bid defenses

• Coordinate and prepare budgets and specifications for contracts for new business awards (where appropriate) 

• Clarify  complex contract  specifications  with  the  Manager,  CCS, Project  Manager; and/or Account Manager/Executive (where applicable)

• Solicit input and review of proposals, budgets and contracts (where applicable) from the relevant operational departments 

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

• Comply with ICON administrative, training and human resources policies

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

• Ability and willingness to travel at least 10% of the time (international and domestic: fly and drive).

What you need?

• Bachelors Degree

• Work experience : minimum 1 year in field of client relation account management and/or information search

• Fluency in English

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

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