Coordinator II, 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 and focusing on any process improvements that would benefit both the client and Advarra.

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. In addition to the dedicated assignments to select clients, this position is responsible to assist and/or lead project discussions, process improvement and resolution of issues.

Principal Duties & Responsibilities

Client Onboarding

• Serve as a resource 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, as needed

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 (as needed)

• 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 for assigned clients
• Create and present periodic reports, as applicable, to assigned clients

Projects

• Assist in assigned projects with the team
• Assisting in the creation of the scope of the project
• Fulfilling the specific tasks needed to complete the assigned work
• Work within Advarra to gather information specific to assigned project
• Aid in the creation of the project report to Manager and/or Director after project completion

Manage smaller assigned projects with the team

• Assist and manage the creation of the scope of the project
• Fulfilling the specific tasks needed to complete the assigned work
• Work within Advarra to gather information specific to assigned project
• Aid in the creation of the project report to Manager and/or Director after project completion

General Client Inquiries and Issue Resolution

• Assist and manage general client inquires received directly or within the team email.
• Assist in escalated issues within Advarra to determine cause of escalation
• Review specific details and summarize to Manager and/or Director
• Work within Advarra to escalate the issue to Client Services, IRB Services, etc. for assistance in resolution
• Document issue within Salesforce with details on the specific instance and determine if the issue has been resolved
• Work with Sr. Coordinator, Manager or Director to evaluate any potential process improvements, repetitive resolution items and client feedback to Voice of the Customer Meeting for review

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 Requirement

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 work station.
• 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 against COVID-19 as a condition of employment unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. This offer of employment is contingent on meeting these requirements and may be rescinded after 10 days if employee is not compliant or has not entered into the process to become compliant or request exemption. Employees must be either fully vaccinated or have received an approved exemption as of their first day of work. Requests for exemption should be coordinated through your recruiter.

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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)