COA Licensing, Client Services Lead
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About the role
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.
In collaboration with ICON, Mapi Research Trust is a non-profit, full-service provider, promoting the use of Clinical Outcomes Assessments (COAs) in studies, and encouraging exchanges of Patient-Centered Outcomes (PCO) and Clinical Outcome assessments information among academics, pharmaceutical companies, and health researchers. Since the mid-90′s we have been collecting and processing PCO information to provide reliable, comprehensive and up-to-date information services.
We offer free and subsidized access to Clinical Outcome Assessments information, licensing and their derivatives for thousands of independent and academic research programs in over 130 countries every year, and we maintain the world’s largest library devoted exclusively to COAs. Through our PROQOLID & PROLABELS databases, we create vital links among those at every level of Patient-Centered Outcomes studies.
The Trust was founded with the mission of centralizing and quickly disseminating reliable, exhaustive questionnaire information to the scientific community.
Mapi Research Trust is the largest single COA licensing provider and the most trusted name in distribution of COA instruments exclusively representing over 600 COAs.
Role: COA Licensing, Client Team Lead, MAPI
Location: Office or Home based; Mexico, US, or CAN
The COA Licensing Team Lead plays an active role in Mapi Research Trust’s (MRT) client services team (PROVIDE). MRT has available opportunities in several regions, including EMEA and the Americas. In this role you will be responsible for supervising and coaching a team of customer service associates. The role includes close cross-collaboration with internal teams of scientific experts, author collaborators, eCOA specialists, and translation project managers (ICON Language Services).
The Team Lead will:
- Qualify new COA licensing requests based on client-provided information and assign necessary resources.
- Ensure direct reports consistently receive high client satisfaction ratings through offering expert solutions and deliverables (budgeting, proposal writing, client relationship management, timelines).
- Provide operational support to team members assigned to COA licensing activities by strengthening partnerships with internal collaborating stakeholders, facilitating legal reviews/approvals, and ultimately ensuring quality deliverables are sent to clients on time.
- Demonstrate an ability to implement efficient delivery processes that ensure responsive timelines.
- Monitor performance metrics for direct reports.
- Act as the primary point of contact and resolution for client escalations.
- Have exceptional management, communication and customer service skills.
- Demonstrate a commitment to empathetic leadership, great attention to detail, and confidence in managing a variety of tasks at one time.
- Develop and mentor staff through training and coaching opportunities as well as creating process guides, best practice documents, and other educational materials.
- Ensure client services staff provide a level of customer service that meets and/or exceeds high standards.
- Support the management of a portfolio of active clients; handling client communications, RFP/quote requests, deliveries, issue resolutions and revenue control.
- Actively contribute to organizational learning by obtaining client feedback and tracking issue resolution.
- Lead problem solving and resolution efforts.
- Implement continuous improvement activities for COA licensing processes and projects.
- Support the development of new staff by carrying out designated training plans and serving as a mentor.
- Be responsible for ensuring compliance with all relevant SOPs, policies and procedures.
- Supports the organization's growth and integration of service areas with ICON's Patient Centered Sciences (PCS).
- Maintains acute awareness of the pharma / biotech / medical device industry landscape as it relates to COA's specific service-related trends and challenges and guides awareness for junior staff.
- Drives understanding and awareness of project team members on the nature of client relationships and supports the building/broadening of these relationships where appropriate.
To succeed you will need:
- Excellent management skills; Minimum 5 years of experience
- Excellent client services/account management skills, including ability to communicate clearly with clients and resolve customer issues or complaints; Minimum 5 years of experience
- Experience in the domain of Clinical Outcomes Assessments (COA) is a plus. Experience working in the clinical research industry is required.
- Process-driven and strong attention to detail with superior organizational skills
- Strong team player
- Experience in managing multiple, varied tasks simultaneously and independently.
- Self-motivated and comfortable working both independently and as part of a team
- MS Office Suite
Why work with Mapi Research Trust ?
- Expanding organization within a large group, giving access to career opportunities
- Merit based advancement
- Multicultural team and collaborative atmosphere
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.
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