Remote Client Support Analyst - IRB/IBC & BD Ops

WCG Clinical, Inc.; Jackson (MS); Remote; USD 66,000 - 102,000; Full time

Job summary

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

You will be the primary commercial contact for proposals, SOWs, change orders, and budget reconciliation. Reporting to the Director in the Sales and Business Development division, you will triage leads, generate templates, and coordinate with legal, finance, and BD to optimize contracts and service

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

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

Skills

Lead triage

Account management

Budget reconciliation

Proposal generation

Cross-functional coordination

Education

Bachelor's degree

Tools

Salesforce

MS Office

Job description

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

You will be the primary commercial contact for proposals, SOWs, change orders, and budget reconciliation. Reporting to the Director in the Sales and Business Development division, you will triage leads, generate templates, and coordinate with legal, finance, and BD to optimize contracts and service