[Hiring] Sr Coordinator, Client Experience @Advarra

Role Description

The Sr Coordinator, Client Experience is responsible for maintaining successful client relationships that promote client loyalty and enhance retention through ongoing and proactive communication, assessing issues as they arise, ensuring quick and appropriate resolution. This position works closely with select clients at the conclusion of the sales cycle, effectively onboards clients by focusing on their success, ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience.

Job Duties & Responsibilities

• Serve as a liaison for new clients transitioning from Business Development to Operations, ensuring a smooth handover.
• Implement and manage the Client Onboarding Framework to meet client expectations and goals effectively.
• Conduct CIRBI demonstrations and provide continuous support and training to clients.
• Coordinate study start-up calls to facilitate seamless transitions to Client Services.
• Support the transition of new studies to assigned Client Services Coordinator, including setting expectations and establishing communication pathways.
• Establish periodic check-ins to monitor client satisfaction and outcomes, analyzing and tracking timelines and quality metrics to facilitate resolution of any dissatisfaction.
• Develop and present periodic reports to clients, incorporating feedback and addressing concerns.
• Act as the primary contact for Advarra/CIRBI support, effectively communicating client needs and feedback.
• Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues.
• Track client experience data in CRM software for continuous improvement.

Qualifications

• 2+ years of experience in an IRB, health related field, or clinical research.

Requirements

• Bachelor’s degree in business, communication or science related field or High School Diploma with 4+ years of industry experience.
• Sales/business development experience.
• Intermediate computer skills, including MS Office products and CRM software.
• Knowledge of clinical research, including drug, biologics, and device trials.
• Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards.

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation.
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions.
• Focus and attention to tasks and responsibilities.
• Verbal communication; listening and understanding, responding, and speaking.

Pay Transparency Statement

The base salary range for this role is $66,767 - $116,089. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.