Client Experience Coordinator

Job Summary

To enhance client satisfaction and service delivery, the full-time remote Client Experience Coordinator will act as an IRB resource, assist with client onboarding and training, and manage ongoing communications to promote client loyalty.

Key responsibilities

• Collaborates with management to drive process enhancements and execute departmental strategies
• Acts as the primary contact for IRB customers, providing exceptional customer service and support
• Documents and tracks client experience data for continuous improvement and escalates concerns as needed

Required qualifications

• Bachelor's degree in business, communication, or a science-related field, or a high school diploma with three years of industry experience
• Three or more years of experience in an IRB, health-related field, or clinical research
• Understanding of FDA and OHRP regulations and ICH guidance for informed consent and institutional review boards
• Intermediate computer skills, including proficiency in MS Office products and CRM software