Remote Client Support Analyst – IRB/IBC & Commercial Ops

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

Job summary

WCG 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 serve as the primary commercial contact for proposals, SOWs, change orders, budget reconciliation, inbound lead handling, and overall BD support.

You will coordinate with Sales, BD and Finance to generate proposals, track budgets, manage CO/PO processes, and ensure timely responses to clients while upholding

Qualifications

• Bachelor's degree or higher required, industry-related degree preferred
• 3–5 years in account management, client services, inside sales, or BD support in pharma/biotech/CRO/medical devices/clinical research services
• Experience with proposal generation, SOW drafting, budget prep and reconciliation, CO and PO management
• Ability to triage and qualify high volumes of inbound leads
• Experience with IRB/IBC review processes preferred
• Proficiency with Salesforce and MS Office
• Strong organizational and problem-solving skills with ability to manage multiple priorities

Responsibilities

• Front-line owner for inbound IRB/IBC lead triage, qualification and routing in Salesforce
• Full-cycle servicing of small-studies including SOW generation, invoicing, onboarding and ongoing account execution
• Prepare模板 proposals and drafts budgets aligned to pricing standards
• Own budget reconciliation, Change Order and Purchase Order management across accounts
• Support invoicing, billing and annual fee management with BD and Finance
• Manage renewals, COs, pricing discussions with legal, commercial and finance leaders
• Provide commercially oriented customer support to pharma clients
• Act as SME for IRB/IBC commercial operations processes
• Analyze trends and recommend operational improvements
• Track and report performance for leadership review
• Advise leadership on process optimization and customer experience
• Identify operational bottlenecks and resolve non-routine issues
• Develop solutions for contracting and study support scenarios
• Use data to improve cycle times, conversion rates and service quality

Skills

Organizational skills

Problem-solving

Multitasking

Education

Bachelor's degree or higher

Tools

Salesforce

MS Office

Job description

WCG 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 serve as the primary commercial contact for proposals, SOWs, change orders, budget reconciliation, inbound lead handling, and overall BD support.

You will coordinate with Sales, BD and Finance to generate proposals, track budgets, manage CO/PO processes, and ensure timely responses to clients while upholding