Remote Client Support Analyst, IRB/IBC

WCG Clinical, Inc.; Salt Lake City (UT); À distance; USD 66 000 - 102 000; Plein temps

Avantages offerts par ce poste

Health benefits and financial security

401(k) with company match

Tuition reimbursement

Career development opportunities

Work-life balance tools

Résumé du poste

WCG seeks a Client Support Analyst IRB/IBC to manage inbound lead triage, small-study servicing, and post-sale account activities. You will coordinate proposals, budgets, invoicing, and pricing discussions, acting as a commercial SME for IRB/IBC processes.

Reporting to the Director of Account Management IRB & IBC, this role supports BD and Finance, tracks performance, and seeks operational improvements across remote, client-facing engagements.

Qualifications

• 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

Responsabilités

• Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing.
• 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.

Connaissances

Account management

Client services

Inside sales

BD support

Formation

Bachelor's degree or higher

Outils

Salesforce

MS Office

Description du poste

WCG seeks a Client Support Analyst IRB/IBC to manage inbound lead triage, small-study servicing, and post-sale account activities. You will coordinate proposals, budgets, invoicing, and pricing discussions, acting as a commercial SME for IRB/IBC processes.

Reporting to the Director of Account Management IRB & IBC, this role supports BD and Finance, tracks performance, and seeks operational improvements across remote, client-facing engagements.