[Hiring] Client Support Analyst IRB/IBC @WCG Clinical

Role Description

Reporting to the Director, Account Management IRB & IBC within the Sales and Business Development division, the Client Support Analyst IRB/IBC position absorbs the commercially oriented customer support of inbound lead management, small-study servicing, and post-sale account servicing. The Client Support Analyst IRB/IBC serves as the primary commercial point of contact for proposals, SOWs, change orders, budget reconciliation, inbound IRB lead management, and overall commercial/BD support.

• 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.

Qualifications

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

Requirements

• None

Benefits

• Comprehensive health and financial protection – Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accounts.
• Resources that support your whole life – Employee assistance programs and work/life balance tools.
• Investment in your growth – Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education support.
• Time to recharge – Paid holidays, vacation, and sick time.
• Pathways forward – Career development opportunities across One WCG.

Company Description

WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials.