Coordinator II, 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

• Serve as a resource for new clients transitioning from BD to Operations.
• Follow the Client Onboarding Framework to meet client expectations.
• Conduct CIRBI demonstrations and provide ongoing support and training.
• Conduct study start-up calls to ensure requirements are communicated.
• Proactively manage study transitions to assigned Client Services Coordinator (CSC).
• Establish periodic check-ins to monitor client satisfaction and outcomes.
• Collect, analyze, and track timelines and quality metrics.
• Address client dissatisfaction and ensure consistent service quality.
• Develop Client Experience policies for assigned clients.
• Create and present periodic reports to assigned clients.
• Assist in various projects, including scoping, task fulfillment, and reporting.
• Manage smaller projects independently, including scoping and reporting.
• Assist in managing general client inquiries and escalated issues.
• Review and summarize escalated issues for management.
• Escalate issues within Advarra and document resolutions in Salesforce.
• Collaborate with management to evaluate process improvements and client feedback.
• Present findings at Voice of the Customer Meetings for review.

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 four years industry experience
• Two years’ 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 preferred

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.

Pay Transparency Statement
The base salary range for this role is $36,200 - $61,500. 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.

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