Client Services Lead
TA Business Partner
- Full Service Division
About the role
This vacancy has now expired. Please see similar roles below...
We are currently recruiting for Clint Services Manager to join the Mapi Research Trust to manage the Clients Services Team.
Location: Office based in Boston, MA or Raleigh, NC
Mapi Research Trust is a non-profit organization dedicated to improving patients’ quality of life by facilitating access to Patient-Centered Outcome (PCO) information.
Mapi Research Trust promotes scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient’s voice into every step of the development process of new treatments.
Client Services Manager will manage a team of seven Client Services Associates in allocating team's resources to clients requests based on workload, level of expertise, mentoring people, evaluating performance on regular basis. Provides to key customers (Pharmaceutical companies, e-vendors and Academics from scientific community) information and research of COAs (Clinical Outcomes Assessments) ranging from acceptance, reformulation and orientation requests, registering these, searching for the relevant information in given timeline and utilizing various sources. Provides thorough investigation and detailed information back to the customer based upon information gathered during research process in an adequate manner using standard tools and quality processes to and with an appropriate client facing manner.
The primary responsibilities include:
- Management of the Client Services Team: Allocate resources based on new requests received by clients, number of ongoing requests given by Business Analyst, level of expertise, through and adequate process of dispatch on a daily and weekly basis; Delegate dispatch task to someone in the team trained; contribute to monthly and annual resource planning under the direct supervision of Ops Director; Organize regular team meeting to deal with operational issues and questions; Mentor people, on boarding with follow-up of learning curve, training to develop skills and competencies; Conduct performance reviews; Report to Ops Director Client's related issues, production issues, resources allocation or planning issues, continuous improvement actions, feedback on performance issues.
- Management of key client's requests via ePROVIDE platform or e-mail or phone as an expert of the domain: Receipt of clients requests; communicate with clients to obtain all relevant information regarding the request and ensure client needs are met and issues resolved; Complete analysis and information search of the clients request according to quality standards, procedures and tools available, utilizing various methodologies including but not limited internal tools, networks, web, document files, e-mail; Communicate with external companies as e-vendors or authors of questionnaires to obtain accurate information; Response to the client in given timelines and provide follow-up of their request; Coordinate with colleagues in other departments to ensure timelines and information are accurate about the client, and clear concise and timely project instructions throughout the production process.
- Continuous Improvement and Processes: Contributes to the content of procedures and instructions and other materials associated with processes that are relevant to the Client Services Unit; Participation in the improvement of the Quality Assurance System; Participation in the continuous improvement of the Information Support processes
- Other duties as assigned
Criteria:
- Educated to minimum Bachelors degree
- Minimum 3 years of experience in client relation and/or information search field
- Previous line management experience is desirable
- Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints
- Excellent ability to qualify and formulate the client need and requirement
- Experience implementing change management
- Experience and ability to manage a remote team and work as part of an international team
ICON is an equal opportunity employer - Minorities/Females/Disabled/Veterans and committed to providing a workplace free of any discrimination of harassment. #LI-AA1
A better career. A better world. A better you.
Our people are our greatest strength, are the core of our culture and the driving force behind our success. Throughout all levels of the company, our people have a drive to succeed and a passion that ensures what we do, we do well. We help you build exciting and rewarding careers, deliver results to help bring life-changing medicine and devices to market and maintain ICON’s success as an industry leader. See all locations Read more
Day in the life
Teaser label
Inclusion & BelongingContent type
BlogsPublish date
04/29/2024
Summary
Cultural Fit in the Workplace Finding the perfect cultural fit is crucial when searching for a new employer. It goes beyond just the job description and salary package. Cultural fit refers to how
Teaser label
IndustryContent type
BlogsPublish date
04/29/2024
Summary
Precision medicine is a groundbreaking approach that aims to revolutionise healthcare by tailoring medical treatments to individual patients. Unlike traditional medicine, which adopts a one-size-fi
Teaser label
Our PeopleContent type
BlogsPublish date
04/29/2024
Summary
Deepak is a Clinical Data Management Project Manager at ICON Strategic Solutions, the largest global provider of Functional Service Provision (FSP). He works as a dedicated resource within one of o
Who we are
Similar jobs at ICON
Salary
Location
India, Chennai
Department
Clinical Trial Management
Location
Bangalore
Chennai
Bengaluru
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Regulatory Document Management
Job Type
Permanent
Description
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 I
Reference
JR115493
Expiry date
01/01/0001
Author
Kashifa TahseenAuthor
Kashifa TahseenSalary
Location
Mexico, Benito Juarez (PRA)
Department
Full Service - Corporate Support
Location
Mexico City
Benito Juarez
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Accounting & Finance
Job Type
Permanent
Description
Grants Specialist - Mexico CityICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced serv
Reference
JR118683
Expiry date
01/01/0001
Author
Elizabeth DaviesAuthor
Elizabeth DaviesSalary
Location
India
Department
Clinical Operations Roles
Location
India
Business Area
ICON Strategic Solutions
Job Categories
Contracts Administration
Job Type
Permanent
Description
(Senior) Site Budget and Contracts AssociateLocation: Bangalore, Chennai, or Mumbai As a Site Budget and Contracts Associate or as a Senior Site Budget and Contracts Associate you will play a key rol
Reference
2024-110239
Expiry date
01/01/0001
Author
Swathy AnandanAuthor
Swathy AnandanSalary
Location
United States, Canada
Department
Biometrics Roles
Location
Canada
United States
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Programming
Job Type
Permanent
Description
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
Reference
2024-108937
Expiry date
01/01/0001
Author
Jeffrey VillasenorAuthor
Jeffrey VillasenorSalary
Location
Ireland, Dublin
Department
Full Service - Development & Commercialisation Solutions
Location
Dublin
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Procurement
Job Type
Permanent
Description
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 I
Reference
JR114855
Expiry date
01/01/0001
Author
Magda KozuszekAuthor
Magda KozuszekSalary
Location
United States
Department
Clinical Monitoring
Location
United States
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
ICON is looking for a CRA or Histologist for a CRA I position with one of our FSP clients!
Reference
2024-110220
Expiry date
01/01/0001
Author
Jamie PruittAuthor
Jamie Pruitt