Sr Client Services Associate, PCS

Sr. Client Services Associate (COA)

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 delivering licenses for the use of COAs that are distributed on behalf of their copyright holders holders and giving access to information about how to use COAs in a clinical trial including conditions of use, licensing process, availability of translations

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

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 and 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).

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

• Handling of key accounts
• Train and mentor junior staff as appropriate and as designated by Manager
• Assist with continuous departmental process improvements and participate in special projects periodically assigned, in addition to day-to-day duties
• Management of information requests via ePROVIDE™ platform or e-mail or phone
• Administrative follow-up of requests from launch to finalization, including follow-up of invoices as well as tracking work time and all relevant information in the appropriate tools
• 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

• Degree preferred
• At minimum 3 years relevant industry in field of Clinical Research, Client Relation and in the domain of clinical outcomes assessments or patient-centered outcomes research.
• 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.