Coordinator II, Client Experience

Advarra

12d•$54,029 - $89,148•Remote

About The Position

This position works closely with internal and external clients to service as an IRB resource to assist in Advarra best practices, client onboarding, training and daily questions and/or concerns. This position is also focused on ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience. This position will provide direct client assistance, participate and/or manage projects, escalate and/or participate in process improvement initiatives and work closely with team members. The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise and ensuring quick and appropriate resolution.

Requirements

Bachelor’s degree in business, communication or Science related field or High School Diploma with three (3) years’ industry experience
Three (3)+ years’ experience in an IRB, health related field, or clinical research

Nice To Haves

Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of the Team Lead and/or Manager
Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards
Intermediate computer skills, including MS Office products and CRM software

Responsibilities

Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies
Acts as a point of contact for IRB customers and provide exceptional customer service to enhance the client experience
Demonstrates comprehensive understanding across various IRB processes and submission requirements
Proactively supports the clients, both internal and external, by assisting in a variety of tasks
Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction
Ensures timely responses to customer inquiries
Document and track client experience data in system for continuous improvement
Escalates client concerns promptly to relevant Team Lead and/or Manager
Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues
Provide client feedback through appropriate channels
Participate in process improvement discussions
Act as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback
Conduct CIRBI demonstrations to clients
Subject matter expert for IRB processes and requirements
Participate in assigned projects
Completes tasks, as assigned