Coordinator I, Client Experience

Advarra provides integrated solutions that safeguard trial participants, empower clinical sites, ensure compliance, and optimize research performance. Connecting the clinical research ecosystem, Advarra delivers solutions through a site-centric approach that unifies and accelerates the drug development lifecycle, making clinical trials safer, smarter, and faster.

General Summary

The position 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.

Principal Duties & Responsibilities

• Client Onboarding
  • Serve as the liaison for select new clients as they transition from Business Development (BD) to Operations.
  • Follow the Client Onboarding Framework to ensure client expectations are satisfied and goals are achieved.
  • Conduct CIRBI demonstrations, highlighting features and functions that support efficiency from study start-up through study closure.
  • Provide ongoing CIRBI support and training.

• Client Transition to Client Services
  • Prior to study submission, complete a study start-up call, as required, to ensure all study-specific requirements are documented and communicated to the dedicated Client Services Coordinator (CSC).
  • Proactively manage transition of new studies to the assigned CSC, including introductions, setting expectations, and establishing escalation pathway.

• Client Check-In (Internal/External)
  • Establish periodic check-ins to monitor client satisfaction and client outcomes.
  • Proactively collect, analyze, and track timelines and quality metrics.
  • Facilitate resolution/alternative to any client dissatisfaction with Advarra.
  • Ensure clients are receiving consistent quality of service through the establishment of Client Experience policies.
  • Create and present periodic reports, as applicable, to assigned clients.

• Client Queries
  • Serve as the primary contact for any Advarra/CIRBI support.
  • Work with CIRBI Support to communicate CIRBI needs from a client standpoint/feedback.
    • Work closely with the Client Services Director, Managers, and Coordinators to ensure client issues and concerns are understood and promptly resolved.
    • Proactively respond to any "red flags" (e.g. poor-quality metrics, increased timelines, etc.)

• Internal Activities

• Maintain proficiency with CIRBI.
• Maintain regulatory knowledge in general and of Advarra's policies, procedures, and current practices.
• Assist clients in effectively using Advarra's services.
• Provide "lessons learned "and "best practice" feedback to operations management.
• Work cooperatively with colleagues at all levels across the organization to innovate and operate at maximum efficiency, productivity and quality.
• Track client experience data in CRM software (i.e. Salesforce)
• Other duties as assigned

Job Requirements

Education

• Minimum Bachelor's degree in Business, Communication or Science related field or High School Diploma with four years industry experience

Experience

• Two years' experience in an IRB, health related field, or clinical research
• Sales/business development experience preferred
• Intermediate computer skills, including MS Office products and CRM software

Knowledge, Skills, Abilities

• Advanced knowledge of Advarra's processes, federal regulations, and ethical principles
• 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
• Ability to influence separate teams to achieve common goals
• Advanced oral and written communication skills
• Ability to facilitate group discussion
• Ability to analyze and solve complex problems
• Ability to work independently; planning, organizing, scheduling and completing work within deadlines
• Ability to manage conflicting demands and priorities
• Ability to adapt to changes in process and technology
• Attention to detail with high level of accuracy
• Ability to analyze a variety of data points to make decisions, drive business and proactively support Advarra's clients
• Demonstrated consistency and dependability in attendance, quantity and quality of work

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

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EEO Statement

Advarra provides equal employment opportunity to all individuals regardless of their race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status, citizenship, genetic information or any other status or characteristic covered by federal, state or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. EEO/M/F/Disabled/Vets

Advarra employees must be fully vaccinated as a condition of employment unless a medical or religious exemption is approved as a reasonable accommodation. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. New hires must be fully vaccinated or have received approval of an exemption as a reasonable accommodation as of their first day of employment.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)