ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
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.
Senior Client Services Associate
Office Based
Lyon, France
Are you ready to make a difference to patients’ lives?'
Part of the Commercialization and Outcomes group of ICON, Mapi Research Trust is an independent not-for-profit organization specialized in patient-reported outcomes information. We collect, store, analyse and distribute information to the entire scientific community. Mapi Research Trust represents authors of COA (Clinical Outcomes Assessments), distributes and licenses over 700 questionnaires.
Why join?
Become part of a global leader in patient-focused research.
Grow within an organization that encourages continuous professional and personal development.
Work across multiple geographies and solutions in a dynamic field for the life science industry.
The role:
You'll be joining the Client Services team and manage clients' requests about COAs (Clinical Outcomes Assessment). You will be in charge of identifying the client’s need, delivering licenses for the use of questionnaires (COAs) that are distributed on behalf of the authors/copyright holders and work in close collaboration with internal teams.
This position will give you the opportunity to develop your skills and experience within COA and eCOA within a flexible, global team-based environment. You will work alongside pharmaceutical and medical device companies, as well as academic clients, supporting them throughout their entire drug development process to include the patients’ voice in their clinical research.
We are developing our team's experience with electronic COA processes (development of guidelines, screenshots review, etc) considering rapid expansion of digitalization of COAs in the industry.
We are currently accepting applications from individuals with experience in customer service and customer support, preferably in the Life Science industry.
As a Senior Client Services Associate, you will be responsible for ensuring clients' satisfaction by analyzing their needs, offering appropriate solutions and quotes, coordinating with internal teams and with external parties (such as copyright holders).
You will be trained and expected to work on a project autonomously using standard tools and quality processes and with an appropriate client-facing attitude in a global environment.
Applicants must be able to demonstrate drive, passion, great attention to details and be comfortable managing a variety of tasks at one time.
Main responsibilities
• Analyze clients’ needs and prepare a commercial proposal (timeline, quality and budget)
• Use our dedicated client platform and back office to manage requests and deliverables
• Ensure delivery at the expected level of quality within the set timelines
• Administrative follow-up of the projects from launch to finalization
• Explain and promote the company products and services in an effort to maintain and expand current and prospective clients
• Participation in meetings with internal and external clients on operational topics, including escalations (conference calls or face to face meeting)
Skills and experience:
• Work experience in client services, experience in the domain of clinical outcomes assessments or patient-centered outcomes research, with specific focus on linguistic validation and eCOA process is a plus
• Experience in clinical trials as well as translation services is a plus.
• Excellent abilities in copy editing, proofreading, desktop editing
• Fluency in English, knowledge in French is a bonus
• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.
• Self-motivated and comfortable working both independently and as part of a team
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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