[Remote] Client Support Analyst IRB/IBC (Remote)

Note: The job is a remote job and is open to candidates in USA. WCG is hiring a Client Support Analyst IRB/IBC to provide commercially oriented customer support across inbound lead management, small-study servicing, and post-sale account servicing. The role supports proposals, statements of work, budgets, contract and purchase-order management, billing, and account operations for pharma clients.

Responsibilities

• Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing, ensuring every lead is captured in Salesforce and moved to the appropriate next step
• Delivers full-cycle servicing of small-studies, including SOW generation, invoicing, onboarding, and ongoing account execution
• Prepares template proposals and drafts budgets aligned to WCG pricing standards and client requirements
• Owns budget reconciliation, Change Order (CO), and Purchase Order (PO) management across assigned accounts
• Supports invoicing, billing, and annual fee management activities for large accounts in partnership with BD and Finance
• Manages contract renewals, change orders, and pricing discussions in coordination with legal, commercial and finance leaders
• Offers overall commercially oriented customer support to small and large pharma clients
• Acts as SME for IRB/IBC commercial operations processes
• Analyzes trends and recommends operational improvements
• Tracks and reports performance and adherence to best practices for leadership review
• Advises leadership on process optimization and customer experience improvements
• Identifies operational bottlenecks
• Resolves non-routine customer and workflow issues
• Develops solutions for complex contracting and study support scenarios
• Uses data to improve cycle times, conversion rates, and service quality
• Interprets commercial policies and study requirements
• Provides guidance on budgeting methodology and proposal strategy
• Coaches less experienced team members
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here

Skills

• Bachelor's degree or higher is required
• A minimum of 3–5 years in account management, client services, inside sales, or BD support within pharma/biotech/CRO/medical device/clinical research services
• Experience with proposal generation, SOW drafting, budget preparation and reconciliation, CO, and PO management
• Ability to triage and qualify high volumes of inbound leads
• Experience navigating matrixed organizations and coordinating across cross-functional teams
• Proficiency with Salesforce and MS Office
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
• Industry related degree
• Working knowledge of IRB/IBC review processes strongly preferred

Benefits

• Medical, dental, vision, life and disability insurance
• 401(k) with company match
• Flexible spending accounts
• Employee assistance programs and work/life balance tools
• Referral bonuses
• Tuition reimbursement
• On-the-job training
• Certification assistance
• Continuing education support
• Paid holidays, vacation, and sick time
• Career development opportunities across One WCG
• Remote work

Company Overview

Company H1B Sponsorship