Coordinator I, Client Experience (Pacific Time Zone)
Advarra
Summary
This position works closely with internal and external clients to serve as an IRB resource to assist in Advarra best practices, client onboarding, training and daily questions and/or concerns. This position is also focused on ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience.
Job description
This position will provide direct client assistance, participate and/or manage projects, escalate and/or participate in process improvement initiatives and work closely with team members.
The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise and ensuring quick and appropriate resolution.
Job Duties & Responsibilities
- Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies
- Acts as a point of contact for IRB customers and provide exceptional customer service to enhance the client experience
- Demonstrates comprehensive understanding across various IRB processes and submission requirements
- Proactively supports the clients, both internal and external, by assisting in a variety of tasks
- Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction
- Ensures timely responses to customer inquiries
- Document and track client experience data in system for continuous improvement
- Escalates client concerns promptly to relevant Team Lead and/or Manager
- Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues
- Provide client feedback through appropriate channels
- Participate in process improvement discussions
- Act as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback
- Participate and/or conduct CIRBI demonstrations and provide continuous support and training to clients
- Subject matter expert for IRB processes and requirements
- Participate in assigned projects
- Completes tasks, as assigned
Location
This role is open to candidates working remotely in the United States.
Requirements
- Bachelor's degree in business, communication or Science related field or High School Diploma with two (2) years' industry experience
- Two (2)+ years' experience in an IRB, health related field, or clinical research
- Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of the Team Lead and/or Manager
- Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards
- Intermediate computer skills, including MS Office products and CRM software
Benefits
- Health Coverage
- Paid Holidays
- Variable Bonus
Company overview
Advarra is a leading provider of clinical research technology and regulatory review services, serving as a comprehensive partner to the entire research ecosystem. Founded in 1983 and headquartered in Columbia, Maryland, the company operates globally with offices across North America, Europe, and Asia. Advarra combines over 40 years of Institutional Review Board (IRB) leadership with advanced technology solutions to streamline clinical trial operations. The company's core services include ethical review services (IRB and IBC), data monitoring, endpoint adjudication, consulting services, and clinical trial management systems. Advarra's innovative Braid platform leverages artificial intelligence and data analytics to provide operational intelligence and automation throughout the protocol lifecycle. With approximately 1,800 employees worldwide, the company supports over 50,000 investigators and study teams, helping sponsors, CROs, and research sites conduct clinical trials more efficiently, ethically, and transparently. Advarra's integrated solutions reduce administrative burden while ensuring regulatory compliance and participant safety across the clinical research continuum.