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ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

Senior Client Services Associate – MRT eCOA team (DELIVERY team)

Location : Europe, LATAM

Mapi Research Trust (MRT) is a non-profit organization dedicated to improving patients' quality of life by facilitating access to Patient-Centered Outcome (PCO) information. We promote scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient's voice into every step of the development process of new treatments.

As more and more clients are digitalizing the COAs, we are developing our team’s experience with electronic COA processes.

Within the Trust, the eCOA Senior Client Services Associate (Sr CSA) is responsible for handling project’s clients about eCOAs (Clinical Outcomes Assessment). Most of the work is about giving support and coordination on electronic implementation, about how to use COAs in a clinical trial or any other study including conditions of use, licensing process, availability of translations and delivering licenses for the use of COAs.

The Sr CSA supports all project’s steps and coordinate different stakeholders through the independent management of assigned projects and tasks. The Sr CSA acts as the Subject Matter Expert and consults on each project to ensure best practices are implemented for each technology implemented in a study, on time delivery, and remediation of issues for multiple projects simultaneously.

The Sr CSA works closely with other members of the project team, client, clinical/scientific teams, copyrights holders and internal and external clients and vendors for successful project execution. The Sr CSA has a firm grasp on the process and deliverables of their functional team and actively contributes to process improvements.

What you will do?

· Provide technical direction for the development, design, and systems integration for customer engagements

· Manage day to day planning, execution, financial and timeline management of multifunctional projects with varying complexity while adhering to SOPs and performance metric standards

· Identifying and resolving issues that may negatively affect operationalization of eCOA tools and the project. Escalating issues to leadership as needed.

· Adaptation to change and competing priorities

· Regular internal reporting (dashboards, meetings, risk management, action plan, presentations, …)

· Establish strong customer relationships and seek opportunities to increase customer satisfaction and deepen relationships; Communicate effectively to qualify their needs and propose solutions, inform them of the project status

· Ensuring clients' satisfaction by analyzing their needs, working with them to understand study specific eCOA designs and requirements, offering appropriate solutions and quotes. Advising sponsors on best solutions to adopt, providing technical expertise.

· Coordinating with internal teams involved in the project and with external parties (such as authors, copyright holders and eCOA vendors) to ensure eCOA study requirements and specifications are clearly understood and documented

· Responsible for managing the development, review and approval of project related study documentation during throughout the full life cycle of the project implementation

· Development of guidelines of eCOA’s operationalization including creation of Original Electronic Versions (OeV) and coordinating reviews with copyright holders

· Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes etc,

· Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base

· Following procedural documents and participating in reviewing and updating documents to make sure they are reflective of industry standards and easily followed.

What you will need

• Subject Matter Expertise in the areas of eCOA and other technologies

• Strong working knowledge of Microsoft Office tools

• Solid technical background, with understanding in software development and clinical technologies (EDC, eCOA, IWRS etc.)

• Excellent expertise of Project Management principles (certification is a plus PMP / PRINCE II, CAPM, PgMP, etc.) to define and monitor project scope, budget, timelines, resources, quality (all effective internal and client policies and standards) and deliverables for the full project life cycle

• Adaptation to change and competing priorities

• Team spirit

What ICON can offer you:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements

• A range of health insurance offerings to suit you and your family’s needs

• Competitive retirement planning offerings to maximise savings and plan with confidence for the years ahead

• Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being

• Life assurance

• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others

Visit our careers website to read more about the benefits of working at ICON: https://careers.iconplc.com/benefits

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here (https://careers.iconplc.com/reasonable-accommodations) .

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.