COA Licensing, Client Services Lead
- Buenos Aires, Montreal, Bogota, Mexico City, Blue Bell
- ICON Full Service & Corporate Support
- Sales
- Hybrid: Office/Remote
TA Business Partner
- Full Service Division
About the role
This vacancy has now expired. Please see similar roles below...
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
Job Description
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.
Main responsibilities
Strategic Thinking:
- 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.
Visit our careers site to read more about the benefits ICON offers.
#LI-JC99
Application process
Once you find a job opening that fits your skills and interests, you can create an account, apply and check back on the progress of your application or apply for other roles. Once your application has been received, a confirmation email will be sent to your email.
Remember: this is our first time meeting you. Read the job description and highlight on your CV those experiences that we should learn about.
One of our experienced recruiters will read your profile and determine if you're fit for the role and the company. We are aware of instances where fake recruitment text messages and emails that can appear to come from ICON have been received by individuals. Always delete suspicious text messages or emails. Never give out personal financial information.
Reasonable AccomodationsDay in the life
Teaser label
Career ProgressionContent type
BlogsPublish date
12/21/2022
Summary
Salary expectations used to be something discussed after an interview process but now it’s something most recruiters typically ask within the first conversation. This is to ascertain if the remune
by
Jamie Kempski
Teaser label
Inside ICONContent type
BlogsPublish date
11/24/2022
Summary
Life sciences are undeniably an exciting area to start and pursue a career in. In fact, the global life sciences space is predicted to be worth a massive $2 trillion in gross value by 2023. Contra
Teaser label
Inside ICONContent type
BlogsPublish date
11/09/2022
Summary
The life sciences sector is one of the UK's most lucrative industries, with a turnover of £88.9 billion reported in 2020. There's never been a more exciting or interesting time to join the 268,000 peo
Who we are
Similar jobs
Salary
Location
India, Bangalore
Department
Full Service - Laboratory
Location
Bangalore
Bengaluru
Remote Working
Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
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
JR117435
Expiry date
01/01/0001
Author
Moushami RoyAuthor
Moushami RoySalary
Location
US, Blue Bell (ICON)
Department
Full Service - Commercial Solutions
Location
Blue Bell
Remote Working
Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
Job Type
Permanent
Description
Title: Account Executive, IBT (Biotech)Location: Remote (Seattle, Washington preferred)At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our custome
Reference
JR114970
Expiry date
01/01/0001
Author
Michael HartleyAuthor
Michael HartleySalary
Location
UK, Reading
Department
Real World Solutions
Location
Barcelona
Madrid
Reading
Remote Working
Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
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
JR117258
Expiry date
01/01/0001
Author
Roxanne BicknellAuthor
Roxanne BicknellSalary
Location
Bulgaria, Sofia
Department
Full Service - Development & Commercialisation Solutions
Location
Sofia
Vilnius
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
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
JR117433
Expiry date
01/01/0001
Author
Hannah PetitjeanAuthor
Hannah PetitjeanSalary
Location
US, Blue Bell (ICON)
Department
Full Service - Commercial Solutions
Location
Brentwood
Raleigh
Blue Bell
Remote Working
Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
Job Type
Permanent
Description
Title: Senior Director, Business DevelopmentLocation: Remote (Preference for Boston area, Southern California, Utah, or Nevada)At ICON, it’s our people that set us apart. Our diverse teams enable us
Reference
JR117810
Expiry date
01/01/0001
Author
Michael HartleyAuthor
Michael HartleySalary
Location
Regional United States (PRA)
Department
Full Service - Commercial Solutions
Location
Multiple US Locations
Remote Working
Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Sales
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
JR117108
Expiry date
01/01/0001
Author
Mitzi OvertonAuthor
Mitzi Overton