COA Licensing, Client Services Associate II

ICON plc; Reading; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare intelligence organization in England is seeking a COA Licensing, Client Services Associate II. This position involves delivering high-quality customer service, managing client requests, and coordinating projects related to clinical outcome assessments. The ideal candidate will have at least a degree and excellent communication skills, along with experience in translation or clinical trials being a plus. ICON offers competitive benefits and a diverse work culture.

Benefits

Various annual leave entitlements

Health insurance offerings

Competitive retirement planning

Global Employee Assistance Programme

Flexible country-specific optional benefits

Qualifications

• 1-3+ years of experience in Translation or LV or clinical trials field is a plus.
• Experience working with international teams is a plus.
• Ability to manage multiple projects and clients simultaneously.

Responsibilities

• Deliver high quality customer service by interfacing daily with customers.
• Analyze clients’ COA licensing and translation needs and provide accurate proposals.
• Coordinate project lifecycle from proposal to delivery.

Skills

Excellent customer service skills

Problem solving and solution-oriented mindset

Fluency in English

Strong attention to detail

Organizational skills

Education

Degree minimum requirement

Job description

COA Licensing, Client Services Associate II - Spain/UK/Ireland/Bulgaria but may consider other countries in Europe. Home or Office based

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

In collaboration with ICON, Mapi Research Trust is a non-profit, full-service provider, promoting the use of Clinical Outcomes Assessments (COAs) in studies, and encouraging exchanges of Patient-Centered Outcomes (PCO) and ClinicalOutcome assessments information among academics, pharmaceutical companies, and health researchers. Since the mid-90′s we have been collecting and processing PCO information to provide reliable, comprehensive and up-to-date information services.

We offer free and subsidized access to ClinicalOutcome Assessments information, licensing and their derivativesfor thousands of independent and academic research programs in over 130 countries every year, and we maintain the world’s largest library devoted exclusively to COAs. Through our PROQOLID & PROLABELS databases, we create vital links among those at every level of Patient-Centered Outcomes studies.

The Trust was founded with the mission of centralizing and quickly disseminating reliable, exhaustive questionnaire information to the scientific community.

Mapi Research Trust is the largest single COA licensing provider and the most trusted name in distribution of COA instruments exclusively representing over 600 COAs.

The COA Licensing Client Services Associate II plays an active role in Mapi Research Trust’s COA Licensing team to maintain and expand client relationships through quoting and delivering clinical outcome assessment (COA) licensing and translation services.

• Deliver high quality customer service by interfacing daily with customers via the ePROVIDE platform.

• Manage daily customers’ requests assigned
• Analyze clients’ COA licensing and translation needs and provide an accurate proposal within appropriate timelines.

• Educate clients on new and existing company products and services.

• Participate in client and operational meetings with internal and external stakeholders.

• Act as a COA licensing main contact for strategic clients, as appropriate.

• Collaborate with internal teams to deliver COA licensing and MRT distributed translations in the context of multi-service projects.

• 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.

• Coordinate and participate in negotiations and discussions with clients, as required.

• 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.

• Support continuous knowledge management efforts

• Assist with continuousdepartmentalprocessimprovements andparticipatein special projects periodically assigned, in addition to day-to-day duties.

To succeed you will need:

• Excellent customer service skills, including ability to communicate clearly and timely with international clients and
• Problem solving and solution-oriented mindset.

• Degree minimum requirement

• 1-3+ years of experience in Translation or LV or clinical trials field is a plus
• Fluency in English both orally and in writing, with excellent communication skills; experience working with international teams is a plus
• Strong attention to detail with superior organizational skills, ability to manage multiple projects and clients simultaneously

• Self-motivated and comfortable working both independently and as part of a team

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, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised 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, subsidised 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