Senior Client Services Associate - Spain but will consider other EU locations - Home or office based ICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development. Part of the Commercialization and Outcomes group of ICON, Mapi Research Trust is an independent not-for-profit organization specialized in patient-reported outcomes information. We collect, store, analyze and distribute information to the entire scientific community. Mapi Research Trust represents authors of COA (Clinical Outcomes Assessments), distributes and licenses over 700 questionnaires. Why join? Become part of a global leader in patient-focused research. Grow within an organization that encourages continuous professional and personal development. Work across multiple geographies and solutions in a dynamic field for the life science industry. The role: You'll be joining the Client Services team and manage clients' requests about COAs (Clinical Outcomes Assessment). You will be in charge of identifying the client's need, delivering licenses for the use of questionnaires (COAs) that are distributed on behalf of the authors/copyright holders and work in close collaboration with internal teams. This position will give you the opportunity to develop your skills and experience within COA and eCOA within a flexible, global team-based environment. You will work alongside pharmaceutical and medical device companies, as well as academic clients, supporting them throughout their entire drug development process to include the patients' voice in their clinical research. We are developing our team's experience with electronic COA processes (development of guidelines, screenshots review, etc) considering rapid expansion of digitalization of COAs in the industry. We are currently accepting applications from individuals with experience in customer service and customer support, preferably in the Life Science industry. As a Senior Client Services Associate, you will be responsible for ensuring clients' satisfaction by analyzing their needs, offering appropriate solutions and quotes, coordinating with internal teams and with external parties (such as copyright holders). You will be trained and expected to work on a project autonomously using standard tools and quality processes and with an appropriate client-facing attitude in a global environment. Applicants must be able to demonstrate drive, passion, great attention to details and be comfortable managing a variety of tasks at one time. Main responsibilities: Analyze clients' needs and prepare a commercial proposal (timeline, quality and budget). Use our dedicated client platform and back office to manage requests and deliverables. Ensure delivery at the expected level of quality within the set timelines. Administrative follow-up of the projects from launch to finalization. Explain and promote the company products and services in an effort to maintain and expand current and prospective clients. Participation in meetings with internal and external clients on operational topics, including escalations (conference calls or face to face meeting). Skills and experience: Work experience in client services, experience in the domain of clinical outcomes assessments or patient-centered outcomes research, with specific focus on linguistic validation and eCOA process is a plus. Experience in clinical trials as well as translation services is a plus. Excellent abilities in copy editing, proofreading, desktop editing. Fluency in English, knowledge in French is a bonus. Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints. Self-motivated and comfortable working both independently and as part of a team. What ICON can offer you: Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work-life balance opportunities for you and your family. Our benefits examples include: Various annual leave entitlements. A range of health insurance offerings to suit you and your family's needs. Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family's well-being. Life assurance. Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, diversity, inclusion & belonging are fundamental to our culture and values. Our rich diversity makes us more innovative which helps us better serve our people, patients, customers, and our communities. We're proud of our diverse workforce and the work we've done to become a more inclusive organization. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here. Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply.
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