Coordinator I, Client Experience

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

The position is responsible for maintaining successful client relationships that promote client loyalty and enhance retention through ongoing and proactive communication, assessing issues as they arise, ensuring quick and appropriate resolution and focusing on any process improvements that would benefit both the client and Advarra.

This position works closely with select clients at the conclusion of the sales cycle, effectively onboards clients by focusing on their success, ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience.  In addition to the dedicated assignments to select clients, this position is responsible to assist and/or lead project discussions, process improvement and resolution of issues.

Job Duties & Responsibilities

• Client Onboarding
• Serve as a resource for select new clients as they transition from Business Development (BD) to Operations.
• Follow the Client Onboarding Framework to ensure client expectations are satisfied and goals are achieved.
• Conduct CIRBI demonstrations, highlighting features and functions that support efficiency from study start-up through study closure.
• Provide ongoing CIRBI support and training, as needed.
• Client Transition to Client Services
• Prior to study submission, complete a study start-up call, as required, to ensure all study-specific requirements are documented and communicated to the dedicated Client Services Coordinator (CSC).
• Proactively manage transition of new studies to the assigned CSC, including introductions, setting expectations, and establishing escalation pathway.
• Client Check-In (as needed)
• Establish periodic check-ins to monitor client satisfaction and client outcomes.
• Facilitate resolution/alternative to any client dissatisfaction with Advarra.
• Ensure clients are receiving consistent quality of service through the establishment of Client Experience policies for assigned clients.
• Create and present periodic reports, as applicable, to assigned clients.

Projects

• Assist in assigned projects with the team.
• Assisting in the creation of the scope of the project.
• Fulfilling the specific tasks needed to complete the assigned work.
• Work within Advarra to gather information specific to assigned project.
• Aid in the creation of the project report to Manager and/or Director after project completion.
• General Client Inquiries and Issue Resolution
• Assist and manage general client inquires received directly or within the team email.
• Assist in escalated issues within Advarra to determine cause of escalation.
• Review specific details and summarize to Manager and/or Director.
• Work within Advarra to escalate the issue to Client Services, IRB Services, etc. for assistance in resolution.
• Document issue within Salesforce with details on the specific instance and determine if the issue has been resolved.
• Work with Sr. Coordinator, Manager or Director to evaluate any potential process improvements, repetitive resolution items and client feedback to Voice of the Customer Meeting for review.

Internal Activities

• Maintain proficiency with CIRBI.
• Maintain regulatory knowledge in general and of Advarra’s policies, procedures, and current practices.
• Assist clients in effectively using Advarra’s services. 
• Provide “lessons learned “and “best practice” feedback to operations management.
• Work cooperatively with colleagues at all levels across the organization to innovate and operate at maximum efficiency, productivity and quality.
• Track client experience data in CRM software (i.e. Salesforce)
• Other duties as assigned

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

Basic Qualifications

• Bachelor’s degree in Business, Communication or Science related field or High School Diploma with industry experience
• One year of experience in an IRB, health related field, or clinical research
• Intermediate computer skills, including MS Office products and CRM software

Preferred Qualifications

• Sales/business development experience
• Knowledge of clinical research, including drug, biologics, and device trials
• Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards
• Ability to influence separate teams to achieve common goals
• Advanced oral and written communication skills
• Ability to facilitate group discussion
• Ability to analyze and solve complex problems
• Ability to work independently; planning, organizing, scheduling and completing work within deadlines
• Ability to manage conflicting demands and priorities
• Ability to adapt to changes in process and technology
• Attention to detail with high level of accuracy
• Ability to analyze a variety of data points to make decisions, drive business and proactively support Advarra’s clients
• Demonstrated consistency and dependability in attendance, quantity and quality of work

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

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.  Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

The base salary range for this role is $50,000 - $66,974. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. 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.