Sr. COA Licensing Client Services Associate - Homebased - Mexico, Colombia and Brazil
ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
The Sr. COA Licensing Associate plays an active role in Mapi Research Trust’s client services team (PROVIDE) to maintain and expand client relationships through quoting and delivering clinical outcome assessment (COA) licensing and translation services. Sr. COA Licensing Associates have an expert understanding of their services and act as trainers and mentors for COA Licensing Associates.
What You Will Be Doing:
- Deliver high quality customer service by interfacing regularly with customers and facilitating discussions with operations and collaborating teams via the ePROVIDE™ platform.
- Analyze clients’ COA licensing and translation needs and provide an accurate proposal with timelines and budget.
- Perform administrative tasks from request launch to finalization, including following up on invoice processing and tracking work time in the appropriate tools.
- Educate clients on new and existing company products and services.
- Contribute to the training and mentorship of junior staff.
- Participate in client and operational meetings with internal and external stakeholders.
- Support the preparation of client focused proposals and budgets.
- Manage a portfolio of key accounts, and act as a licensing subject matter expert for large strategic clients.
- Collaborate with internal teams to deliver COA licensing and MRT distributed translations in the context of multi-service projects.
- Coordinate and participate in negotiations and discussions with clients, as required.
- Oversee successfully the project lifecycle from proposal/award to delivery
- Coordinate with team members to achieve on time/qualitative deliverables and with other functional groups within the company where necessary to support milestone achievement.
- Perform administrative follow-up of requests, including contracting, invoicing as well as tracking all relevant information in the appropriate tools
- Develop and maintain filing and tracking tools in accordance with accepted practices.
- Assist with continuous departmental process improvements and participate in special projects periodically assigned, in addition to day-to-day duties.
- Performs other duties and tasks as are allocated at the reasonable discretion of the Company, such as system support and maintaining shared knowledge resources
Your Profile:
- Excellent customer service skills, including ability to communicate clearly with clients and resolve customer issues or complaints.
- Bachelor's degree preferred
- 3+ years of experience in client services and/or project coordination
- Experience delivering COA licensing and translation services, required
- Fluency in English both orally and in writing, with excellent communication skills, experience working on international teams a plus
- Strong attention to detail with superior organizational skills
- Self-motivated and comfortable working both independently and as part of a team
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Employment with ICON is contingent upon having the legal right to work in the country where the role is based.
Rewards & Benefits
ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.
Benefits may include:
- Competitive base salary and performance related incentives
- Health and wellbeing programmes including medical, dental, and vision coverage where applicable
- Retirement and pension plans
- Life assurance and disability coverage
- Employee assistance programmes and wellbeing resources
- Learning and development opportunities through structured training and career pathways
Benefits may vary depending on role and location.
Visit our careers site to read more about the benefits ICON offers.
Inclusion and Accessibility
ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.
Are you a current ICON Employee? Please click here to apply
