Client Support Analyst (Remote)

About WCG WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials. About The Role The Client Support Analyst IRB/IBC is a vital part of our Sales and Business Development division, reporting directly to the Director of Account Management IRB & IBC. This role is responsible for managing the commercially oriented customer support functions related to inbound lead management, servicing small studies, and post-sale account management. The position acts as the primary point of contact for proposals, statements of work (SOWs), change orders, budget reconciliation, and overall commercial support for clients. The ideal candidate will possess strong organizational skills, a customer-centric approach, and a solid understanding of clinical research processes, particularly IRB/IBC review procedures. This role involves engaging with pharmaceutical, biotech, CRO, and medical device clients, providing them with seamless support throughout their study lifecycle. The analyst will coordinate across various departments, including legal, finance, and operations, to ensure client needs are met efficiently and accurately. The position offers an excellent opportunity to develop expertise in clinical research support, build strong client relationships, and contribute to the advancement of human health through efficient project execution. Qualifications Bachelor's degree or higher; industry-related degrees preferred3-5 years of experience in account management, client services, inside sales, or business development support within pharma, biotech, CRO, medical device, or clinical research servicesExperience with proposal generation, SOW drafting, and budget preparation and reconciliationProficiency in managing change orders (CO), purchase orders (PO), and invoicing processesAbility to triage and qualify high volumes of inbound leads effectivelyStrong working knowledge of IRB/IBC review processes (preferred)Experience navigating matrixed organizations and coordinating cross-functional teamsProficiency with Salesforce and MS Office SuiteExcellent organizational, problem-solving, and multitasking skills in a fast-paced environment Responsibilities Serve as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing, ensuring all leads are accurately captured in Salesforce and directed appropriatelyManage full-cycle servicing of small studies, including SOW creation, invoicing, onboarding, and ongoing account managementPrepare template proposals and draft budgets aligned with WCG pricing standards and client specificationsOwn budget reconciliation, change order management, and purchase order processing across assigned accountsSupport invoicing, billing, and annual fee activities in collaboration with Business Development and Finance teamsManage contract renewals, change orders, and pricing negotiations in coordination with legal, commercial, and finance leadersProvide comprehensive customer support to clients, ensuring high satisfaction levelsAct as Subject Matter Expert (SME) for IRB/IBC commercial operations processes and proceduresAnalyze operational data, identify trends, and recommend process improvements to enhance efficiency and client experienceTrack performance metrics and prepare reports for leadership reviewIdentify operational bottlenecks and develop innovative solutions for complex contracting and study support scenariosInterpret commercial policies and provide guidance on budgeting strategies and proposal developmentCoach and mentor less experienced team members to foster professional growthOther duties as assigned, which may include tasks outside the core responsibilities to support team and organizational objectives Benefits Comprehensive health coverage including medical, dental, and vision insuranceLife and disability insurance programsRetirement savings plan with company match (401(k))Flexible spending accountsEmployee assistance programs and work/life balance resourcesTuition reimbursement, certification support, and ongoing training opportunitiesPaid holidays, vacation, and sick leaveCareer development pathways across the organization Equal Opportunity WCG is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, marital status, disability, genetic information, citizenship, veteran status, or any other legally protected characteristic. We are committed to fostering an inclusive environment where all employees are valued, respected, and empowered to contribute to our mission of advancing human health through innovative clinical research.