Remote Client Support & Commercial Operations Analyst

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

Job summary

WCG Clinical, Inc. is seeking a Client Support Analyst IRB/IBC to join the Sales and Business Development team.

You will manage inbound lead triage, create and track SOWs, budgets, change orders, and provide end-to-end commercial support for proposals and post-sale accounts. The ideal candidate has 3–5 years in account management or BD support within pharma/biotech, strong Salesforce/MS Office skills, and a collaborative mindset to navigate cross-functional teams and optimize customer

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

• Triages and qualifying inbound IRB/IBC leads for Salesforce entry
• 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

Account management

BD support

Lead triage

Education

Bachelor's degree or higher

Tools

Salesforce

MS Office

Job description

WCG Clinical, Inc. is seeking a Client Support Analyst IRB/IBC to join the Sales and Business Development team.

You will manage inbound lead triage, create and track SOWs, budgets, change orders, and provide end-to-end commercial support for proposals and post-sale accounts. The ideal candidate has 3–5 years in account management or BD support within pharma/biotech, strong Salesforce/MS Office skills, and a collaborative mindset to navigate cross-functional teams and optimize customer