Client Services Associate II - EMEA - Home or office based
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.
What you will be doing: 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.Identify and resolve issues that may negatively affect operationalization of eCOA tools and the project. Escalate issues to leadership as needed.Adapt to change and competing priorities.Regular internal reporting (dashboards, meetings, risk management, action plan, presentations, etc.).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.Ensure clients' satisfaction by analyzing their needs, working with them to understand study-specific eCOA designs and requirements, offering appropriate solutions and quotes. Advise sponsors on best solutions to adopt, providing technical expertise.Coordinate 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.Manage the development, review, and approval of project-related study documentation throughout the full life cycle of the project implementation.Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes, etc.Handle UAT projects.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 in 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.Adapt to change and competing priorities.Team spirit.Explain and promote the company products and services to maintain and expand the current and prospective client base.Follow procedural documents and participate in reviewing and updating documents to ensure they reflect industry standards and are easily followed.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 designed to be competitive within each country and 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 maximize savings and plan with confidence for the years ahead.Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized 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, subsidized travel passes, health assessments, among others.Visit our careers site to read more about the benefits ICON offers.
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.
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.
Are you a current ICON Employee? Please click here to apply.
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