COA Licensing Team Lead

COA Licensing Team Lead - Spain/Bulgaria/Poland but will consider other countries in Europe - Home or office based

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 on our mission to shape the future of clinical development.

Within MAPI Research Trust, the COA Licensing Team Lead is in charge of answering clients' requests about COAs (Clinical Outcomes Assessment): how to get permission to use them, how to access them, what translations are available, what is the best COA strategy etc.

We currently have an opportunity for Team Lead in Europe, a client-facing role, office or remotely based. As the client’s main point of escalation, successful candidates must possess exceptional management skills, communication and customer service skills. The ability to implement strong and efficient processes to deliver in responsive time is also key for the role. Applicants must also be able to demonstrate leadership, passion, great attention to detail and be comfortable managing a variety of tasks at one time.

As the Team Lead you will be managing a team of 10-15 people, client facing on a daily basis, responsible answering requests and handle projects. You'll be the first point of contact for client's escalation and lead the team to provide excellent delivery and ensure clients' satisfaction by analyzing their needs, offering appropriate solutions and quotes through the team (budgeting, proposal writing, client relationship management, timeline planning), coordinating with internal teams and with external parties.

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.

Leadership :

• Manages the Client Services team for Europe (10-15 people) in allocating team’s resources to clients requests based on workload, level of expertise,
• Mentors the team, evaluating their performance on regular basis (regular 1on1 meetings, bi-annual review)
• Provides key customers (Pharmaceutical companies, e-vendors and Academics from scientific community) information and research of COAs (Clinical Outcomes Assessment) ranging from acceptance, reformulation and orientation of requests, registering these, searching for the relevant information in given timeline and utilizing various sources
• Actively contributes to organizational learning by obtaining client feedback and tracking issue resolution
• Be part of MRT's Leadership team and act as supporting new ideas, implement them according to leadership decisions
• Monitors and ensures client services staff are providing a level of service to customers which falls within our high standards in Clinical Outcomes Assessments.
• Facilitates and leads client meetings and internal project kick-off meetings.
• Maintain department-specific proposal tools including the costing tools, experience database, proposal content library.
• Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base

To succeed you will need:

• Excellent management skills - experience of min 5 years
• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints,
• Experience (min 5 years) in client services/account management,
• Experience in the domain of Clinical Outcomes Assessments is a plus, in the domain of clinical research is a must
• 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 fun atmosphere!

What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, diversity, inclusion & belonging are fundamental to our culture and values. Our rich diversity makes us more innovative which helps us better serve our people, patients, customers, and our communities. We're proud of our diverse workforce and the work we’ve done to become a more inclusive organisation. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON 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 or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply