Sr Client Services Associate, PCS

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.

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)

Our requirements

• 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

About Mapi Research Trust

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. https://mapi-trust.org//