Client Services Associate II, PCS

　　Office-based in Mexico City or home-based anywhere in Mexico

　　At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

　　Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organization: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

　　That’s our vision. We’re driven by it. And we need talented people who share it.

　　If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

　　MAPI Research Trust:

　　In collaboration with ICON, Mapi Research Trust is a non-profit, full-service provider, promoting the use of Clinical Outcomes Assessments (COAs) in studies, and encouraging exchanges of Patient-Centered Outcomes (PCO) and Clinical Outcome assessments information among academics, pharmaceutical companies, and health researchers. Since the mid-90′s we have been collecting and processing PCO information to provide reliable, comprehensive and up-to-date information services.

　　Job Description:

　　The Client Services Associate II plays an active role in Mapi Research Trust’s client services team (PROVIDE) to maintain and expand client relationships through quoting and delivering clinical outcome assessment (COA) licensing and translation services.

　　Deliver high quality customer service by interfacing regularly with customers and facilitating discussions with operations and collaborating teams via the ePROVIDE™ platform.

　　Analyze clients’ COA licensing and translation needs and provide an accurate proposal with timelines and budget.

　　Perform administrative tasks from request launch to finalization, including following up on invoice processing and tracking work time in the appropriate tools.

　　Educate clients on new and existing company products and services

　　Participate in client and operational meetings with internal and external stakeholders.

　　Support the preparation of client focused proposals and budgets.

　　Manage a portfolio of key accounts and act as a COA licensing main contact for large strategic clients.

　　Collaborate with internal teams to deliver COA licensing and MRT distributed translations in the context of multi-service projects.

　　Oversee successfully the project lifecycle from proposal/award to delivery

　　Coordinate with team members to achieve on time/qualitative deliverables and with other functional groups within the company where necessary to support milestone achievement.

　　Coordinate and participate in negotiations and discussions with clients, as required.

　　Perform administrative follow-up of requests, including contracting, invoicing as well as tracking all relevant information in the appropriate tools

　　Develop and maintain filing and tracking tools in accordance with accepted practices.

　　Support knowledge management efforts

　　Assist with continuous departmental process improvementsand participate in special projects periodically assigned, in addition to day-to-day duties.

　　Performs other duties and tasks as are allocated at the reasonable discretion of the Company, such as system support and maintaining shared knowledge resources

　　To succeed you will need:

　　Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.

　　Degree preferred

　　1-3+ years of experience in client services and/or project coordination.

　　Previous experience working remotely, preferred

　　Fluency in English both orally and in writing, with excellent communication skills; experience working on international teams a plus

　　Strong attention to detail with superior organizational skills

　　Self-motivated and comfortable working both independently and as part of a team

　　Benefits of Working in ICON:

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

　　We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

　　We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.

　　But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

　　ICON 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, color, 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 through the form below.

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