Client Services Lead

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