Client Support & Commercial Operations Analyst

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 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.