Remote Client Support & Commercial Ops Analyst

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

Job summary

WCG is seeking a Client Support Analyst IRB/IBC to manage inbound lead triage, SOWs, budgeting, and post-sale account servicing within a fast-paced pharma/biotech environment. You will coordinate across Sales, BD, and Finance to ensure timely, accurate proposals and pricing discussions.

Qualified candidates have 3–5 years in account management or related roles, strong Salesforce/MS Office skills, and the ability to improve processes and customer experiences in remote settings.

Qualifications

• A Bachelor's degree or higher is required, with industry related degree preferred.
• Minimum 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

Triaging inbound leads

Organizational skills

Problem-solving

Communication

Education

Bachelor's degree or higher

Tools

Salesforce

MS Office

Job description

WCG is seeking a Client Support Analyst IRB/IBC to manage inbound lead triage, SOWs, budgeting, and post-sale account servicing within a fast-paced pharma/biotech environment. You will coordinate across Sales, BD, and Finance to ensure timely, accurate proposals and pricing discussions.

Qualified candidates have 3–5 years in account management or related roles, strong Salesforce/MS Office skills, and the ability to improve processes and customer experiences in remote settings.