Senior Coordinator, Client Experience
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Job Description
Senior client experience coordinator onboarding and supporting clinical research clients at Advarra. Managing CIRBI demonstrations, study transitions, satisfaction tracking, and issue resolution.
Responsibilities:
- Serve as a liaison for new clients transitioning from Business Development to Operations, ensuring a smooth handover
- Implement and manage the Client Onboarding Framework to meet client expectations and goals
- Conduct CIRBI demonstrations and provide ongoing client support and training
- Coordinate study start-up calls to facilitate transitions to Client Services
- Support transitions of new studies to assigned Client Services Coordinators by setting expectations and establishing communication pathways
- Establish periodic check-ins to monitor client satisfaction and outcomes
- Analyze and track timelines and quality metrics to resolve dissatisfaction
- Develop and present periodic client reports incorporating feedback and addressing concerns
- Act as the primary contact for Advarra/CIRBI support and communicate client needs and feedback
- Collaborate with internal teams to resolve client issues and proactively address potential issues
- Track client experience data in CRM software for continuous improvement
Requirements:
- 2+ years of experience in an IRB, health-related field, or clinical research
- Bachelor’s degree in business, communication, or a science-related field preferred
- High School Diploma with 4+ years of industry experience preferred
- Sales/business development experience preferred
- Intermediate computer skills, including MS Office products and CRM software preferred
- Knowledge of clinical research, including drug, biologics, and device trials preferred
- Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards preferred
- Ability to sit or stand for extended periods at a stationary workstation
- Ability to regularly carry, raise, and lower objects up to 10 lbs
- Ability to learn and comprehend basic instructions
- Focus and attention to tasks and responsibilities
- Verbal communication, listening and understanding, responding, and speaking
Benefits:
- Variable bonus may be eligible in addition to base salary
- Health coverage
- Paid holidays
- Other benefits
- Remote work arrangement
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