Sr Client Services Associate, MRT

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 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.

'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 and distributes and licenses over 500 questionnaires.

The role:
You'll be joining the PROVIDE team, we are in charge of answering clients' requests about COAs (Clinical Outcomes Assessment); our work is focused on delivering licenses for the use of COAs that are distributed on behalf of the copyright holders.

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 in customer service and customer support.

As a Senior Client Services Associate, you will be asked to ensure 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 to process a project in autonomy, using standard tools and quality processes and with an appropriate client-facing attitude.

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 client needs and prepare (timeline, quality and budget) a commercial proposal
• Ensure delivery of finished product 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 the current and prospective client base
• Participation in meeting with internal and external clients on operational topics (by conference call or face to face meeting)

You will need:
• 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
• 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 quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

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.