Client Support Analyst IRB/IBC (Remote)

WCG Clinical, Inc.; United States; Remote; USD 66,000 - 102,000; Full time

Job summary

WCG Clinical, Inc. in the United States seeks a Client Support Analyst IRB/IBC to manage commercial client servicing for inbound leads, small-study support, and post-sale account activity.

You will serve as the primary commercial contact for proposals, SOWs, change orders, and budget reconciliation, ensuring alignment with pricing standards and client needs while collaborating with BD and Finance.

Qualifications

• Bachelor's degree or higher; industry degree preferred.
• 3–5 years in account management or client services within pharma/biotech/CRO.
• Experience with proposals, SOW drafting, budgeting, reconciliation.
• Ability to triage high inbound lead volumes.
• Experience with IRB/IBC review processes is a plus.
• Proficient in Salesforce and MS Office; strong organizational skills.

Responsibilities

• Serve as front-line owner for inbound IRB/IBC lead triage and routing.
• Deliver full-cycle servicing of small-studies, including SOW generation and invoicing.
• Prepare template proposals and budgets aligned to pricing standards.
• Own budget reconciliation, Change Order, and Purchase Order management.
• Support invoicing and annual fee management with BD and Finance.
• Manage contract renewals and pricing discussions with stakeholders.
• Provide guidance on budgeting methodology and proposal strategy.

Skills

Lead triage

Proposal drafting

Budget reconciliation

SOW drafting

Cross-functional coordination

Account management

Salesforce

MS Office

Education

Bachelor's degree

Tools

Salesforce

MS Office

Job description

About WCG

WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials.

Why WCG

At WCG, we invest in our people because you are the driving force behind our mission. When you grow, our impact grows. When you thrive, research accelerates. We empower you to build a meaningful career while advancing the work that improves lives.

What we offer:

Comprehensive health and financial protection – Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accountsResources that support your whole life – Employee assistance programs and work/life balance toolsInvestment in your growth – Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education supportTime to recharge – Paid holidays, vacation, and sick timePathways forward – Career development opportunities across One WCG

We practice transparency in everything we do, including compensation. The salary range for this position reflects our commitment to fair, competitive pay based on your qualifications, experience, skills, education, and location. Together, we'll find the right fit for your expertise and our shared mission.

Job Summary

Reporting to the Director, Account Management IRB & IBC within theSales and Business Development division, theClient Support Analyst IRB/IBCposition absorbs thecommercially orientedcustomer supportof inbound lead management, small-study servicing,and post-sale account servicing. TheClient Support Analyst IRB/IBC serves as the primary commercial point of contact forproposals,SOWs,change orders, budget reconciliation,inbound IRB lead management, and overall commercial/BDsupport.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

• Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing, ensuring every lead is captured in Salesforce and moved to theappropriate nextstep
• Delivers full-cycle servicing of small-studies,including SOW generation, invoicing, onboarding, and ongoing account execution
• Prepares template proposals and drafts budgets aligned to WCG pricing standards and client requirements
• Owns budget reconciliation, Change Order (CO), and Purchase Order (PO) management across assigned accounts
• Supports invoicing, billing, and annual fee management activities for large accounts in partnership with BD and Finance
• Manages contract renewals, change orders, and pricing discussions in coordination with legal,commercial andfinance leaders
• Offersoverallcommercially oriented customer support tosmall and large pharma clients
• Acts as SME for IRB/IBC commercial operations processes
• Analyzes trends and recommends operational improvements
• Tracks and reports performance and adherence to best practices for leadership review.
• Advises leadership on process optimization and customer experience improvements
• Identifies operational bottlenecks
• Resolves non-routine customer and workflow issues
• Develops solutions for complex contracting and study support scenarios
• Uses data to improve cycle times, conversion rates, and service quality
• Interprets commercial policies and study requirements
• Provides guidance on budgeting methodology and proposal strategy
• Coaches less experienced team members
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here

EDUCATION REQUIREMENTS:

• Bachelor's degree or higher isrequired, with industry related degree preferred

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

• None

QUALIFICATIONS/EXPERIENCE:

• A minimum of3–5 years in account management, client services, inside sales, or BD support within pharma/biotech/CRO/medical device/clinical research services
• Experiencewith proposal generation, SOW drafting, budget preparationandreconciliation, CO, and PO management
• Ability to triage and qualify high volumes of inbound leads
• Working knowledge of IRB/IBC review processesstronglypreferred
• Experience navigating matrixed organizations and coordinating across cross-functional teams
• Proficiencywith Salesforce and MS Office
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment

SUPERVISORY RESPONSIBILITIES: None

TRAVEL REQUIREMENTS: 0 to 5%

Pay Range

USD $65,700.00 - USD $102,000.00 /Yr.

EEOC Statement

WCG is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, pregnancy, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law. WCG complies with the Vietnam Era Veterans' Readjustment Act and Section 503 of the Rehabilitation Act. We promote a "One WCG" culture where all are welcome, respected, valued, and empowered to make a difference every day to advance clinical research.