Coordinator II, Client Experience

Job Overview

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, assesses issues as they arise and ensures quick and appropriate resolution.

Job Duties & 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

Basic Qualifications

• 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

Preferred Qualifications

• 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

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

Location

This role is open to candidates working remotely in the United States.

Pay

The base salary range for this role is $54,229 - $89,148. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above.

Pay Transparency Statement

This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.