[Hiring] Client Experience Coordinator @Advarra

Role Description

This position works closely with internal and external clients to service as an IRB resource to assist in Advarra best practices, client onboarding, training and daily questions and/or concerns. This position is also focused on ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience.

This position will provide direct client assistance, participate and/or manage projects, escalate and/or participate in process improvement initiatives and work closely with team members.

The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise and ensuring quick and appropriate resolution.

Qualifications

• Bachelor’s degree in business, communication or Science related field or High School Diploma with two (2) years’ industry experience
• Two (2)+ years’ experience in an IRB, health related field, or clinical research

Requirements

• Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of the Team Lead and/or Manager
• Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards
• Intermediate computer skills, including MS Office products and CRM software

Job Duties & Responsibilities

• Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies
• Acts as a point of contact for IRB customers and provide exceptional customer service to enhance the client experience
• Demonstrates comprehensive understanding across various IRB processes and submission requirements
• Proactively supports the clients, both internal and external, by assisting in a variety of tasks
• Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction
• Ensures timely responses to customer inquiries
• Document and track client experience data in system for continuous improvement
• Escalates client concerns promptly to relevant Team Lead and/or Manager
• Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues
• Provide client feedback through appropriate channels
• Participate in process improvement discussions
• Act as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback
• Participate and/or conduct CIRBI demonstrations and provide continuous support and training to clients
• Subject matter expert for IRB processes and requirements
• Participate in assigned projects
• Completes tasks, as assigned

Benefits

• Base salary range for this role is $50,000 - $66,974
• Salary may vary based on location, skills, and experience
• This position may also be eligible for a variable bonus in addition to base salary
• Health coverage, paid holidays, and other benefits

Location

This role is open to candidates working remotely in the United States.