ICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organizations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.
Firecrest Clinical is part of the ICON plc Group and produces highly visual and engaging products for the Clinical Trial Industry. Firecrest products help improve Site performance by delivering innovative and effective training to sites while complying with Industry Standards. As an organisation responsible for the development of clinical training for medical staff, the Content and Functional Reviewer role is critical to the delivery of accurate and high quality training products to our clients.
The Role:
The Implementation Project Manager role in Firecrest will be responsible for the management of the portal launch, maintenance and closeout of all assigned projects. The Implementation PM role is a strategically important role to the delivery of the value proposition for all clients. At the centre of this will be ensuring that their client's realize the value of implementing the Firecrest solution.
The Implementation PM will manage the delivery of assigned projects and may support other projects within and across the client management structure.
As an organisation focused on the provision of clinical training and site support solutions to doctors, nurses, patients and other clinical staff, Firecrest's reputation is critically linked to the accuracy and quality of our offerings. The Implementation Project Manager of Client Management must understand the offerings of Firecrest and value proposition to ICON and the sponsor.
Responsibilities:
Recognize, exemplify and adhere to ICON's values which center around our commitment to People, Clients and Performance.
Demonstrates a strong ability to work as part of a team.
Has a comprehensive understanding of the internal Firecrest launch process and ensure compliance on all projects.
Develops and maintains excellent relationships with Clinical Research Associate's/Monitors and ICON/Sponsor study teams assigned to client studies.
Liaises with production team to develop a firm understanding of client needs in advance of launch.
Coordinates with relevant company departments to escalate and quickly address client issues/concerns.
Analyses utilization/compliance metrics on a monthly basis, shares dashboards with sponsors and initiates action plans when indicated to maximize solution usage.
Analyzes survey results and measure customer satisfaction, and take action to ensure resolution, where appropriate escalates to SPM/Manager
Represents Firecrest to the highest standard at all client meetings.
Conduct training/awareness/support meetings for the client (via teleconference or face-to-face i.e. Investigator Meeting
Ensures invoicing is aligned with key milestones
RFP development and management for Amendment to Firecrest Solutions, and tracking of completion for revenue recognition.
Provides audit support by presenting implementation process and delivery of Firecrest value proposition.
Client relationship management, facilitating up-selling and cross selling within existing clients.
Assumes responsibility for new products to ensure seamless rollout to sponsors.
Support BD/Sponsor solutions i.e. sales support, capability demos.
Demonstrate and apply risk and issue mitigation strategies.
Travel (approximately 20%) domestic and/or international.
To undertake other reasonably related duties as may be assigned from time to time.
Role Requirements:
Bachelor's degree or local equivalent in Science, or equivalent work experience required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
US/LATAM/CAN: Minimum 1 year relevant experience in a client facing role, ideally in the pharmaceutical/biotech or healthcare industry.
EU/APAC: prior relevant experience in a client facing role, ideally in the pharmaceutical/biotech or healthcare industry.
Customer focus and goal oriented.
Presentation skills.
Excellent verbal, written and interpersonal skills, issue management and resolutions skills.
Confidence in self and organization and a "can do" attitude.
Due to the nature of this position it may be required for the employee to travel. Therefore, dependent on the employee's location, the employee may be required to possess a valid Driver's license
Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That's why we are committed to developing our employees in a continuous learning culture - one where we challenge you with engaging work and where every experience adds to your professional development.
At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.
ICON, including subsidiaries, 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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