Remote Client Support & Commercial Ops Analyst

WCG Clinical, Inc.; San Juan (PR); Remote; USD 61,000 - 102,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision insurance

Life insurance

401(k) with company match

Flexible spending accounts

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 activities.

You will serve as the primary commercial contact for proposals, SOWs, change orders, budgets, and invoicing within a fast-paced, remote team. The role requires 3–5 years in account services or BD support in pharma/biotech/CRO environments, with Salesforce and MS Office proficiency.

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
• 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

Skills

Account management

Client services

BD support

Salesforce

MS Office

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 activities.

You will serve as the primary commercial contact for proposals, SOWs, change orders, budgets, and invoicing within a fast-paced, remote team. The role requires 3–5 years in account services or BD support in pharma/biotech/CRO environments, with Salesforce and MS Office proficiency.