Senior Strategic Account Specialist (Remote)

ABOUT WCG: WCG’s clinical solutions are built on a foundation of best-in-class clinical services companies. We deliver transformational solutions that stimulate growth, foster compliance, and maximize efficiency for those performing clinical trials. WCG is proud to serve individuals on the frontlines of science and medicine, and the organizations striving to develop new products and therapies to improve the quality of human health. It is our role to empower them to accelerate advancement, while ensuring the risks of progress never outweigh the value of human life.

WHY WE LOVE WCG: At WCG, our employees are our most valuable asset, and as with all our assets, we invest in them with an eye toward future success. We provide each eligible employee with a comprehensive set of benefits designed to protect their personal and financial health to help make the most of their future.

• Comprehensive Benefits package - Health, Dental, Vision, Life Disability, 401k with match, and flexible spending accounts
• Employee Assistance Programs and additional work/life resources
• Referral Bonuses and Tuition Reimbursement
• Flexible PTO
• Volunteer Time Off to benefit the community
• Opportunities for career development with on-the-job training, certification assistance, and continuing education reimbursement

Expected annual base salary range: $69,400 to $85,000

GPS level: P3

JOB SUMMARY: The Senior Strategic Account Specialist is a critical liaison in building and evolving relationships with our key top tier strategic clients and Operations. The position will proactively address the needs of clients and potential clients in a professional manner while projecting a positive image of the company. As a primary point of contact for crucial client relationships, this role works collaboratively across functions to ensure efficient turnaround time, quality, and new products and services are introduced and maintained with assigned Strategic Accounts. This position will work closely with the client and Business Development to anticipate and proactively address needs and build long term relationships.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

• Is the liaison for key clients; prepares and leads study kick-off calls and client discussions.
• Conducts regular meetings to build customer intimacy with WCG.
• Works with assigned key clients to set strategic direction for relationship with WCG.
• Collaboratively works with Operations to manage client activities as well as escalated client issues that arise with timeliness, professionalism and staying within established company policies and procedures.
• Addresses client concerns, completes necessary research and collaborates with Quality and Operations to resolve
• Recommends process improvements and works on continuous improvement projects that relate to this role and client care issues
• Actively engages with clients as the primary point of contact to respond to client questions in timely manner.
• Participates in webinars and podcasts to share thought leadership/ expertise on behalf of WCG
• Anticipates and prevents any service issues when possible. When prevention is not possible, assesses and resolves issues using best judgment to ensure client satisfaction. Informs clients of any major changes to processes and procedures.
• Researches and provides feedback to clients regarding concerns, such as billing/budgeting, communications, and operational processes.
• Educates clients and potential clients (sponsors, investigators, CROs, SMOs) regarding the Company’s operations while giving exceptional customer service
• Conducts research on the status of protocol/study when necessary by working independently and with other departments to obtain needed information
• Comply with all governing rules and regulations
• Demonstrate professionalism in oral and written communication. Able to deal effectively with high volumes, rigid deadlines, and frequent changes
• Ability to set priorities and manage time effectively
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
• Attendance and punctuality are essential functions of the position.

EDUCATION REQUIREMENTS: Bachelor’s degree or higher is preferred

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: Maintain current certifications

QUALIFICATIONS/EXPERIENCE:

• 5+ years of experience providing similar service to clients in a sales support, call center role, or client care role, or two years of customer service experience within the company
• Innovative, creative thought leader who consistently looks for opportunities to excel for clients
• Strong problem-solving skills in anticipating, identifying and resolving potential client issues.
• Must have strong analytical skills with a high degree of accuracy in a highly regulated industry
• Advanced knowledge of Microsoft Word, Excel, Outlook, Databases and Adobe
• Advanced knowledge WCG IRB Operations workflow and submission process preferred
• Demonstrated proficiency in using client facing technology/systems
• Must be able to maintain confidentiality
• Knowledge of FDA regulations as they relate to research, preferred.
• Experience working with medical terminology, preferred.
• Ability to work independently, utilize judgment, and be a pro-active team player
• Approachable, collaborative and accessible to others
• Strong verbal and written communications skills.
• Demonstrated teamwork/ customer service building relationships up, down and across the organization.

SUPERVISORY RESPONSIBILITIES: None direct however may lead others in a project capacity to meet client needs

TRAVEL REQUIREMENTS:

Physical and Sensory Requirements: The physical and sensory requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be offered to individuals with disabilities to assist in performing the essential functions of the position. Work activities involve light to moderate physical effort (for example, sitting in one place for extended periods of time, standing, walking, bending, lifting lightweight objects, intermittent to sustained periods of keyboarding). Majority of time is spent in a seated position with frequent opportunity to move about at will. Activities require a variety of easy muscle movements. Work activities involve a frequent need to concentrate on a variety of sensory inputs for moderate to lengthy durations at a time requiring diligence and attention to interpret effectively. There will be a need to attend to single or simultaneous tasks where accuracy of details is important. The need for detailed and precise work is high.

#LI-Remote

WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender identity, age, marital status, disability, genetic information, citizenship, veteran status, reprisal or any other legally recognized basis or status protected by federal, state or local law.