Sr Client Services Associate, PCS
About the role
This vacancy has now expired. Please see similar roles below...
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.
A better career. A better world. A better you.
Our people are our greatest strength, are the core of our culture and the driving force behind our success. Throughout all levels of the company, our people have a drive to succeed and a passion that ensures what we do, we do well. We help you build exciting and rewarding careers, deliver results to help bring life-changing medicine and devices to market and maintain ICON’s success as an industry leader. See all locations Read more
Day in the life
Teaser label
Inclusion & BelongingContent type
BlogsPublish date
04/29/2024
Summary
Cultural Fit in the Workplace Finding the perfect cultural fit is crucial when searching for a new employer. It goes beyond just the job description and salary package. Cultural fit refers to how
Teaser label
IndustryContent type
BlogsPublish date
04/29/2024
Summary
Precision medicine is a groundbreaking approach that aims to revolutionise healthcare by tailoring medical treatments to individual patients. Unlike traditional medicine, which adopts a one-size-fi
Teaser label
Our PeopleContent type
BlogsPublish date
04/29/2024
Summary
Deepak is a Clinical Data Management Project Manager at ICON Strategic Solutions, the largest global provider of Functional Service Provision (FSP). He works as a dedicated resource within one of o
Who we are
Similar jobs at ICON
Salary
Location
Mexico, Mexico City
Department
Full Service - Development & Commercialisation Solutions
Location
Mexico City
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Data Management
Analyst
Job Type
Permanent
Description
JR117815Mexico CityBased at office with Flex: 3 Days at Office and 2 days at homeICON plc is a world-leading healthcare intelligence and clinical research organization. From molecule to medicine, we a
Reference
JR117815
Expiry date
01/01/0001
Author
Fernanda BezerraAuthor
Fernanda BezerraSalary
Location
Mexico, Mexico City
Department
Full Service - Development & Commercialisation Solutions
Location
Mexico City
Remote Working
Office Based
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Data Management
Analyst
Job Type
Permanent
Description
JR117675Data AnalystMexico CityOffice BasedAt 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 adva
Reference
JR117675
Expiry date
01/01/0001
Author
Fernanda BezerraAuthor
Fernanda BezerraSalary
Location
Turkey
Department
Clinical Monitoring
Location
Turkey
Remote Working
Remote
Business Area
ICON Strategic Solutions
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us
Reference
2024-109943
Expiry date
01/01/0001
Author
Tuba SuAuthor
Tuba SuSalary
Location
Regional United States (PRA)
Location
Multiple US Locations
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Feasibility
Patient Recruitment
Job Type
Temporary Employee
Description
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 I
Reference
JR119460
Expiry date
01/01/0001
Author
Mitzi OvertonAuthor
Mitzi OvertonSalary
Location
UK, Reading
Location
Reading
Swansea
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Monitoring
Job Type
Permanent
Description
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 I
Reference
JR118879
Expiry date
01/01/0001
Author
Rajkapoor KamaludeenAuthor
Rajkapoor KamaludeenSalary
Location
India, Bangalore
Location
Bangalore
Chennai
Trivandrum
Bengaluru
Remote Working
Hybrid: Office/Remote
Business Area
ICON Full Service & Corporate Support
Job Categories
Clinical Data Management
Job Type
Permanent
Description
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 I
Reference
JR118217
Expiry date
01/01/0001
Author
Ashwini PrakashAuthor
Ashwini Prakash