Client Support Analyst IRB/IBC (Remote)

WCG; United States; On-site; USD 66,000 - 102,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Tuition reimbursement

Certification assistance

Continuing education support

Paid holidays

Job summary

WCG is seeking a Client Support Analyst IRB/IBC to drive commercial support for inbound leads, small-study servicing, and post-sale account activities. You will own triage, proposals, budgets, CO/PO management, and invoicing in collaboration with BD and Finance.

You will coordinate with cross-functional teams, ensure accurate Salesforce lead tracking, and provide guidance on budgeting and pricing strategies while supporting customers in pharma/biotech environments.

Qualifications

• 3–5 years in account management, client services, inside sales, or BD support in pharma/biotech/ CRO/medical devices
• Experience with proposal generation, SOW drafting, budget preparation and reconciliation, CO and PO management
• Ability to triage and qualify high volumes of inbound leads
• Working knowledge of IRB/IBC review processes
• Experience navigating matrixed organizations and coordinating across cross-functional teams
• Proficiency with Salesforce and MS Office
• Strong organizational and problem-solving skills, with ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Serve as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing in Salesforce.
• Deliver full-cycle servicing of small-studies, including SOW generation, invoicing, onboarding, and ongoing account execution.
• Prepare template proposals and drafts budgets aligned to pricing standards and client requirements.
• Own budget reconciliation, Change Order (CO), and Purchase Order (PO) management across assigned accounts.
• Support invoicing, billing, and annual fee management activities for large accounts with BD and Finance.
• Manage contract renewals, change orders, and pricing discussions with legal, commercial and finance leaders.
• Offer overall commercially oriented customer support to pharma clients of all sizes.
• Acts as SME for IRB/IBC commercial operations processes.
• Analyze trends and recommend operational improvements.
• Track and report performance and adherence to best practices for leadership review.

Skills

Account management

Lead triage

Budgeting

Communication

Education

Bachelor's degree or higher

Tools

Salesforce

MS Office

Job description

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 accounts
• Resources that support your whole life – Employee assistance programs and work/life balance tools
• Investment in your growth – Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education support
• Time to recharge – Paid holidays, vacation, and sick time
• Pathways 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 the Sales and Business Development division, the Client Support Analyst IRB/IBC position absorbs the commercially oriented customer support of inbound lead management, small-study servicing, and post-sale account servicing. The Client Support Analyst IRB/IBC serves as the primary commercial point of contact for proposals, SOWs, change orders, budget reconciliation, inbound IRB lead management, and overall commercial/BD support.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• 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 the appropriate next step
• 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 and finance leaders
• Offers overall commercially oriented customer support to small 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 is required, with industry related degree preferred

Certifications/License/Registration Requirements

• None

Qualifications/Experience

• A minimum of 3–5 years in account management, client services, inside sales, or BD support within pharma/biotech/CRO/medical device/clinical research services
• Experience with proposal generation, SOW drafting, budget preparation and reconciliation, CO, and PO management
• Ability to triage and qualify high volumes of inbound leads
• Working knowledge of IRB/IBC review processes strongly preferred
• Experience navigating matrixed organizations and coordinating across cross-functional teams
• Proficiency with 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.