Note: The job is a remote job and is open to candidates in USA. WCG is hiring a Client Support Analyst IRB/IBC to provide commercially oriented customer support across inbound lead management, small-study servicing, and post-sale account servicing. The role supports proposals, statements of work, budgets, contract and purchase-order management, billing, and account operations for pharma clients.
Responsibilities
- Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing, ensuring every lead is captured in Salesforce and moved to the appropriate next step
- Delivers full-cycle servicing of small-studies, including SOW generation, invoicing, onboarding, and ongoing account execution
- Prepares template proposals and drafts budgets aligned to WCG pricing standards and client requirements
- Owns budget reconciliation, Change Order (CO), and Purchase Order (PO) management across assigned accounts
- Supports invoicing, billing, and annual fee management activities for large accounts in partnership with BD and Finance
- Manages contract renewals, change orders, and pricing discussions in coordination with legal, commercial and finance leaders
- Offers overall commercially oriented customer support to small and large pharma clients
- Acts as SME for IRB/IBC commercial operations processes
- Analyzes trends and recommends operational improvements
- Tracks and reports performance and adherence to best practices for leadership review
- Advises leadership on process optimization and customer experience improvements
- Identifies operational bottlenecks
- Resolves non-routine customer and workflow issues
- Develops solutions for complex contracting and study support scenarios
- Uses data to improve cycle times, conversion rates, and service quality
- Interprets commercial policies and study requirements
- Provides guidance on budgeting methodology and proposal strategy
- Coaches less experienced team members
- Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here
Skills
- Bachelor's degree or higher is required
- A minimum of 3–5 years in account management, client services, inside sales, or BD support within pharma/biotech/CRO/medical device/clinical research services
- Experience with proposal generation, SOW drafting, budget preparation and reconciliation, CO, and PO management
- Ability to triage and qualify high volumes of inbound leads
- Experience navigating matrixed organizations and coordinating across cross-functional teams
- Proficiency with Salesforce and MS Office
- Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
- Industry related degree
- Working knowledge of IRB/IBC review processes strongly preferred
Benefits
- Medical, dental, vision, life and disability insurance
- 401(k) with company match
- Flexible spending accounts
- Employee assistance programs and work/life balance tools
- Referral bonuses
- Tuition reimbursement
- On-the-job training
- Certification assistance
- Continuing education support
- Paid holidays, vacation, and sick time
- Career development opportunities across One WCG
- Remote work
Company Overview
Company H1B Sponsorship