Remote Client Support & Commercial Ops Analyst

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

Benefits offered by this job

Health insurance

401(k) with company match

Tuition reimbursement

Certification assistance

Paid holidays

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 activity.

You will act as the primary commercial contact for proposals, SOWs, change orders, budgeting, and invoicing within a sales-driven BD context. The role reports to the Director of Account Management IRB & IBC in the Sales & Business Development division.

Qualifications

• 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

Responsibilities

• Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing in Salesforce
• Delivers full-cycle servicing of small-studies, including SOW generation, invoicing, onboarding, and ongoing account execution
• Prepares template proposals and drafts budgets aligned to 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 with legal, commercial and finance leaders
• Offers overall commercially oriented customer support to pharma clients
• Acts as SME for IRB/IBC commercial operations processes
• Analyzes trends and recommends operational improvements
• Tracks and reports performance 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.

Skills

Account management

Client services

Inside sales

BD support

Proposal generation

Budget reconciliation

CO & PO management

Salesforce

MS Office

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 manage commercially oriented customer support for inbound lead management, small-study servicing, and post-sale account activity.

You will act as the primary commercial contact for proposals, SOWs, change orders, budgeting, and invoicing within a sales-driven BD context. The role reports to the Director of Account Management IRB & IBC in the Sales & Business Development division.