Remote Client Success Coordinator

Advarra; Northern (KY); Hybrid; USD 67,000 - 116,000; Full time

Job summary

Advarra is seeking a Sr Coordinator, Client Experience to nurture key client relationships, onboard new clients after sales, and drive overall satisfaction. You will coordinate onboarding, deliver CIRBI demonstrations, and collaborate across teams to resolve issues and improve service delivery.

You will monitor client success, prepare periodic reports, and serve as the primary liaison for client needs, ensuring timely communication and measurable outcomes across the CRM system.

Qualifications

• 2+ years of experience in an IRB, health-related field, or clinical research.
• Bachelor’s degree in business, communication or science related field or high school diploma with 4+ years of industry experience.
• Sales/business development experience.
• Intermediate computer skills, including MS Office products and CRM software.
• Knowledge of clinical research, including drug, biologics, and device trials.
• Understanding of FDA and OHRP regulations and ICH guidance for informed consent and IRBs.

Responsibilities

• Serve as a liaison for new clients transitioning from Business Development to Operations, ensuring a smooth handover.
• Implement and manage the Client Onboarding Framework to meet client expectations and goals effectively.
• Conduct CIRBI demonstrations and provide continuous support and training to clients.
• Coordinate study start-up calls to facilitate seamless transitions to Client Services.
• Support the transition of new studies to assigned Client Services Coordinator, including setting expectations and establishing communication pathways.
• Establish periodic check-ins to monitor client satisfaction and outcomes, analyzing and tracking timelines and quality metrics to facilitate resolution of any dissatisfaction.
• Develop and present periodic reports to clients, incorporating feedback and addressing concerns.
• Act as the primary contact for Advarra/CIRBI support, effectively communicating client needs and feedback.
• Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues.
• Track client experience data in CRM software for continuous improvement.

Skills

IRB/Clinical Research

Sales/Business Development

CRM software

Education

Bachelor’s degree in business/communication/science

High School Diploma + 4+ years experience

Tools

MS Office

CRM software

Job description

Advarra is seeking a Sr Coordinator, Client Experience to nurture key client relationships, onboard new clients after sales, and drive overall satisfaction. You will coordinate onboarding, deliver CIRBI demonstrations, and collaborate across teams to resolve issues and improve service delivery.

You will monitor client success, prepare periodic reports, and serve as the primary liaison for client needs, ensuring timely communication and measurable outcomes across the CRM system.