Client Services Associate

“At ICON, it's our People that set us Apart”

Are you passionate about improving the quality of human life? If so, we invite you to join us in creating a healthier world tomorrow.

ICON is a global provider of outsourced development services to the pharmaceutical, biotechnology and medical device industries. We specialize in the strategic development, management and analysis of programs that support Clinical Development - from compound selection to Phase I-IV clinical studies.

We started as a team of 5 members in 1990 & today we are ranking at top 4 worldwide based on revenue of 2015. Currently we have 13600+ employees across the globe. ICON is a $1.575bn company having its presence across 89 offices in 37 countries.

Job Title                                 : Client services Associate

Reporting to                           : Manager/ Sr Manager

Type of Employment              : Full Time

Location                                 : Bangalore  

Summary:

The department role is to coordinate, develop, and execute all client/sponsor contracts and change orders for newly awarded and on-going projects at ICON Clinical Research, in line with ICON Policies and procedures, and to support the approval and execution of those agreements by the authorized individuals. The role of the Client Services Associate is to support ICON’s global contracting process through the co-ordination and collation of information on new and ongoing projects including but not limited to direct to contract (DTCs), Consultancy and single service agreements and the provision of this information to key decision makers in the contracting process.

Key Responsibilities & Duties:

Recognize, exemplify and adhere to ICON's values which are based on our commitment to People, Clients and Performance. Contract/Change Order Support • Coordinate and develop contracts and change orders for newly awarded and on-going, single service, direct to contract and consulting projects at ICON and/or support the Contract Analyst team in the development of contracts and change orders. • Work simultaneously on numerous contracts and/or change orders. • Interact with ICON Legal, the Sales Team, project team and finance team and their respective Contracts Manager and/ or Contract Analyst, as necessary, to determine the appropriate terms and conditions to be included in the contracts (inclusive of Start-up Agreements) and change orders. • Develop an understanding of applicable ICON costing tools and how budgets are built, client budget grids, and any tools and templates developed within the Client Contract Services group as required. • Solicit input and review of contracts and change orders from the relevant operational departments. • Ensure that payment terms follow ICON's recommended payment guidelines • Work with respective Contract Manager on any issues that need to be escalated within ICON and be able to recognize when input and/or review by Legal and/or operations/senior management is required. • Update Salesforce in a timely and consistent manner with concise, accurate information on status of the contract or change order. • Develop and maintain client/project files and tracking tools. Quality • Review client/project documents and budgets prior to submission to their respective Contract Manager for final QC review. Build Relationships • With ICON project teams, sales, proposals, finance, and project analysis. With other ICON service areas, and third party vendors if needed. Communication • Ensure clear and direct communication when corresponding (verbally or written) with the project team on the status of the contract and/or change order. • Provide the relevant information required for negotiations regarding cost proposals/change orders/contracts to the Contract Manager and/or Contract Analyst, the respective Sales personnel, and project teams. • Lead and/or assist internal meetings required related to contracts and change orders Process Improvement • As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs. Travel • Due to the nature of this position it may be required for the employee to travel. • Travel (approximately 5% or less) domestic and/or international. Other • To undertake other reasonably related duties as may be assigned from time to time

Experience required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Performs routine assignments in the entry level to a professional job progression. Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Receives instruction, guidance and direction from others. Functional Knowledge • Requires conceptual knowledge of theories, practices and procedures within Pharmaceutical industry Business Expertise • Applies general knowledge of business developed through education or past experience • Excellent working knowledge of MS Office package. Leadership • No supervisory responsibilities; accountable for developing technical contribution Problem Solving • Uses existing procedures to solve basic problems; analyses information and standard practices to make judgments Impact • Has limited impact on own work team, works within standardized procedures and practices to achieve objectives to meet quality standard and deadlines Interpersonal Skills • Exchanges straightforward information, asks questions and checks for understanding. Demonstrate ability to follow directions well. • Demonstrate ability to work independently • Excellent communication (oral and written) and organization skills. • Demonstrate ability to be highly motivated and be a strong team player working well in a strong team environment. • Demonstrate ability to be a self-starter and function in a high paced, dynamic environment. • Demonstrate ability to work under pressure and/or tight timelines.

Academic or Trade qualifications:

Typically requires a college or university degree

Benefit Working with ICON:

Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, and life assurance and staff recognition schemes. This varies from country to country so a dedicated recruiter will discuss this with you at interview stage. 

PROCESS

Technical and competency selection:

When you spot an opportunity you’re interested in and submit an application, one of our Talent Acquisition Specialists will contact you to evaluate your suitability for this position, as well as for other openings within the business.

The evaluation will look at your technical skills and your competencies – for example, delivering excellence.

Interview

After this, we’ll let you know if we’ll be progressing with your application. If you have been successful at this stage, we will talk you through a telephone interview. This will then be followed by an interview with our Hiring Manager, either face to face or by tele-conference.

Offer

If you’re successful, we will notify you with details of the offer, talk you through our culture and values, answer any questions you may have – and above all, welcome you to the ICON team.