Sr Client Services Associate, eCOA

Mapi Research Trust (MRT) is a non-profit organization dedicated to improving patients' quality of life by facilitating access to Patient-Centered Outcome (PCO) information. We promote scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient's voice into every step of the development process of new treatments.

Within the Trust, the Client Services Team is responsible for answering clients' requests about COAs (Clinical Outcomes Assessment). Most of the work is about giving access to information about how to use COAs in a clinical trial or any other study including conditions of use, licensing process, availability of translations and delivering licenses for the use of COAs for the COAs distributed by MRT.

As more and more clients are digitalizing the COAs, we are developing our team's experience with electronic COA processes (development of guidelines, screenshots review, etc.).

We are currently accepting applications from individuals with experience working in customer service to work as part of our Client Services Team and experience in the electronic development of COAs.

As a Sr. Client Services Associate, you will provide clients with information on COAs using skills ranging from acceptance, reformulation and orientation of requests. You will be required to process a request in autonomy, searching for the relevant information in given timeline and utilizing various sources to provide detailed information back to the customer in an adequate manner (in writing and orally) using standard tools, quality processes and with an appropriate client facing attitude. You will be required to ensure clients' satisfaction by analysing their needs, offering appropriate solutions and quotes, coordinating with internal teams and with external parties (such as copyright holders, evendors).

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

• Leading eCOA projects (Screenshots Review, Expert Review and eLibraries projects). This includes handling the project from A to Z from proposal to delivery of certificate, including invoicing, and any other administrative tasks.
• Ensuring clients' satisfaction by analysing their needs, working with them to understand study specific ecoa designs and requirements, offering appropriate solutions and quotes. Advising sponsors on best solutions to adopt, providing technical expertise.
• Coordinating with internal teams involved in the project and with external parties (such as authors, copyright holders and eCOA vendors) to ensure eCOA study requirements and specifications are clearly understood and documented
• Identifying and resolving issues which may negatively impact operationalization of eCOA tools and the project. Escalating issues to leadership as needed.
• Developing of a new team's experience with electronic COA processes
• Development of guidelines of eCOA's operationalization including creation of Original Electronic Versions (OeV) and coordinating reviews with copyright holders
• Accompany users and eCOA Vendors with the electronic implementation of COAs
• Strengthen collaboration with authors and advise them on how to create the best OeV
• Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes etc,
• Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base
• Following procedural documents and participating in reviewing and updating documents to make sure they are reflective of industry standards and easily followed.

Our requirements

• At minimum 3 years of relevant industry and clinical trial experience including specific experience with eCOA capabilities and instruments
• Technical expertise in the area of eCOA and eCOA instruments
• Work experience in client services, experience in the domain of clinical outcomes assessments or patient-centered outcomes research
• 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 at MRT:

Other than working with a great team of smart and energetic people, we also offer a very competitive salary and benefits package that includes an excellent pension scheme, private health care, and life assurance and staff recognition schemes.