Sr. COA Licensing Client Services Associate

Sr. COA Licensing Client Services Associate - Homebased - Mexico, Colombia and Brazil

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 on our mission to shape the future of clinical development.

The Sr. COA Licensing Associate plays an active role in Mapi Research Trust’s client services team (PROVIDE) to maintain and expand client relationships through quoting and delivering clinical outcome assessment (COA) licensing and translation services. Sr. COA Licensing Associates have an expert understanding of their services and act as trainers and mentors for COA Licensing Associates.

What You Will Be Doing:

• Deliver high quality customer service by interfacing regularly with customers and facilitating discussions with operations and collaborating teams via the ePROVIDE™ platform.
• Analyze clients’ COA licensing and translation needs and provide an accurate proposal with timelines and budget.
• Perform administrative tasks from request launch to finalization, including following up on invoice processing and tracking work time in the appropriate tools.
• Educate clients on new and existing company products and services.
• Contribute to the training and mentorship of junior staff.
• Participate in client and operational meetings with internal and external stakeholders.
• Support the preparation of client focused proposals and budgets.
• Manage a portfolio of key accounts, and act as a licensing subject matter expert for large strategic clients.
• Collaborate with internal teams to deliver COA licensing and MRT distributed translations in the context of multi-service projects.
• Coordinate and participate in negotiations and discussions with clients, as required.
• Oversee successfully the project lifecycle from proposal/award to delivery
• Coordinate with team members to achieve on time/qualitative deliverables and with other functional groups within the company where necessary to support milestone achievement.
• Perform administrative follow-up of requests, including contracting, invoicing as well as tracking all relevant information in the appropriate tools
• Develop and maintain filing and tracking tools in accordance with accepted practices.
• Assist with continuous departmental process improvements and participate in special projects periodically assigned, in addition to day-to-day duties.
• Performs other duties and tasks as are allocated at the reasonable discretion of the Company, such as system support and maintaining shared knowledge resources

Your Profile:

• Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.
• Bachelor's degree preferred
• 3+ years of experience in client services and/or project coordination
• Experience delivering COA licensing and translation services, required
• Fluency in English both orally and in writing, with excellent communication skills, experience working on international teams a plus
• Strong attention to detail with superior organizational skills
• Self-motivated and comfortable working both independently and as part of a team

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What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON 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 or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply