General Information Location: Cary, NC, Remote
Organization: WCG IRB
Job Type: Full Time - Regular
Description and RequirementsJOB SUMMARY: The Client Success Manager serves in a critical role as the dedicated client-facing, post-sale point of contact for an assigned portfolio of strategic accounts. The Client Success Manager acts as the principal liaison between the client, the company, and the Operations team to drive account satisfaction, retention, and organic growth. This position is accountable for cultivating and managing strong relationships with our key clients, ensuring the delivery of tailored solutions and facilitating cross-functional alignment. The Client Success Manager proactively engages with clients to recognize evolving business needs, deliver value-added insights, identify cross-selling opportunities, and align expectations based on internal capability/capacity and compliance and regulatory requirements. By coordinating service delivery and orchestrating resources across departments, the Client Success Manager safeguards client success and positions the organization as a trusted advisor and long-term partner.
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.
- Serve as the primary relationship manager for assigned clients, ensuring consistent communication and responsiveness.
- Translate client goals into actionable initiatives and coordinate cross-functional execution. Develop and execute client success plans aligned with strategic performance metrics.
- Ensure proactive engagement and strategic relationship management, measurable by meeting or exceeding KPIs, such as weekly proactive personalized outreach efforts and strategic touchpoints, focused same client/new study contacts generation, hosting relationship building calls, providing educational insights and industry trends, and maintaining a client health score and net promoter scores.
- Track and report on KPI metrics regularly, using data to inform strategy and continuously improve the client experience. Maintain accurate records of client interactions, feedback, and performance data.
- Manage and oversee the activities of the Strategic Partnership Advisor and serve as a mentor to facilitate their career growth.
- Collaborates closely with the assigned Strategic Partnership Advisor to align client service strategies with broader partnership goals, ensuring seamless communication and unified support across all client touchpoints.
- Coordinates client engagement plans and escalations with the Strategic Partnership Advisor, leveraging shared insights to proactively address client needs, drive satisfaction, and support long-term retention and growth.
- Identify and document issues that would affect the client's relationship with WCG.
- Identify opportunities for account expansion and renewal strategies in partnership or to support Business Development and Strategic Alliance team members, including promoting other WCG solutions and services, when appropriate.
- Collaborate closely with Business Development, Client Care, and Operations to ensure client solutions are delivered in an accurate and timely manner.
- Inform clients of any major changes to processes and procedures.
- Employ or arrange training for clients for a clear understanding of submission processes and electronic portal usage.
- Instruct clients in the operations process flow from preparation of submission materials for board review through outcome documents being sent to clients and client sites.
- Responsible for creating, preparing, and managing internal and external reports. Create specialized reports as needed, follow up on incomplete reports, and provide supplemental information as required by Operations Staff.
- Participate in special projects for CAPAs and Continuous Improvement.
- Stay abreast of applicable federal regulations governing IRB review of research by attending seminars, training sessions, professional meetings, and maintaining certifications.
- Participate in webinars and podcasts as appropriate to share expertise with clients, others.
- 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 equivalent experience.
CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:- Current CIP (Certified IRB Professional) certification preferred.
- Knowledge of FDA Code of Federal Regulations and ICH Guidelines.
QUALIFICATIONS/EXPERIENCE:- 5-7 years of experience in client success, account management, or customer engagement, preferably in healthcare, life sciences, or clinical research, with 1-3 years in a leadership role.
- Bachelor's degree or equivalent experience required; advanced degree or certifications (e.g., PMP, CIP, CSPO) a plus.
- Strong interpersonal and communication skills with a client-first mindset.
- Proven ability to manage multiple accounts and prioritize competing demands.
- Experience with CRM tools and client success platforms.
- Knowledge of FDA regulations related to research.
- Must be conversant with applicable regulations and industry standards governing clinical research and human subject protection.
- Ability to read, analyze and interpret bids/quotes, technical procedures, legal documents, and government regulations.
- Advanced skills in Microsoft Office required and experience utilizing complex databases system in performance of your work. Strong skills regarding the development and delivery of presentations required.
- Demonstrate professionalism in oral and written communication.
- Ability to independently set priorities and manage time effectively. Able to deal effectively with high volumes, rigid deadlines, and frequent changes.
- 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 WCG IRB Operations workflow and submission process preferred.
- Must be able to maintain confidentiality.
SUPERVISORY RESPONSIBILITIES: Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
TRAVEL REQUIREMENTS: 0% - 5%
• 5% - 10%
10% - 20%
20% - 50%
>50%
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.
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