IRB/IBC Commercial Support Specialist

WCG Clinical, Inc.; Santa Fe (NM); Remote; USD 66,000 - 102,000; Full time

Job summary

WCG Clinical, Inc. is seeking a Client Support Analyst IRB/IBC within the Sales and Business Development division to manage commercially oriented customer support for inbound lead management, small-study servicing, and post-sale account servicing.

Reporting to the Director, Account Management IRB & IBC, you will coordinate proposals, budgets, CO/PO management, invoicing, and pricing discussions across pharma clients while helping optimize processes and customer experience in a remote, fast-paced

Qualifications

• 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, budgeting 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

Responsibilities

• 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

Skills

Lead qualification

Salesforce

MS Office

Budgeting

SOW drafting

Cross-functional

Education

Bachelor’s degree or higher

Tools

Salesforce

MS Excel

MS Word

Job description

WCG Clinical, Inc. is seeking a Client Support Analyst IRB/IBC within the Sales and Business Development division to manage commercially oriented customer support for inbound lead management, small-study servicing, and post-sale account servicing.

Reporting to the Director, Account Management IRB & IBC, you will coordinate proposals, budgets, CO/PO management, invoicing, and pricing discussions across pharma clients while helping optimize processes and customer experience in a remote, fast-paced