General Information

Location: Cary, NC, Remote

Organization: WCG IRB

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:

The Strategic Partnership Advisor is responsible for building partnerships with key clients, focused on aligning organizational capabilities with client goals to drive strategic value. This role works closely with the Client Success Manager to ensure long-term partnership success and innovation and serves as an internal point of contact for day-to-day client needs, coordinating WCG resources to deliver exceptional service and value.

The Strategic Partnership Advisor is the operational backbone working behind the scenes to ensure the client receives timely information and response, actionable insights, and coordinated service across internal departments. By synthesizing client goals, industry trends, and regulatory updates, the Strategic Partnership Advisor works with the Client Success Manager to deliver exceptional service and strategic guidance to clients.

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.

• Play a vital role in client satisfaction, retention, and growth by managing internal communications, preparing reports, and facilitating cross-functional collaboration.
• Partner with Client Success Managers to develop and refine account strategies and success plans. Contribute to internal innovation by sharing client insights and identifying service enhancement opportunities.
• Participate in internal strategic planning sessions to understand clients' evolving needs, priorities, and opportunities. Provide insights and recommendations based on industry trends, regulatory changes, and client feedback.
• Collaboratively work with Client Support Services, Quality, and Operations to manage and resolve escalated client issues that arise. Add escalated client concerns to internal tracker.
• Meet and/or exceed all KPIs and performance metrics.
• Prepare for, conduct, or attend study kick off calls or regular client meetings to build customer intimacy with WCG.
• Anticipate and prevent any service issues when possible. When prevention is not possible, assess and resolve issues using best judgment to ensure client satisfaction.
• Research and provide feedback to clients regarding concerns, such as billing/budgeting, communications, and operational processes.
• Track the status of study and site submissions, when necessary, by working independently and with other departments to obtain needed information.
• Act as the primary project manager to identify, document, and implement internal process rules (PACS) for clients. Work with all internal departments to ensure an understanding of clients' needs and expectations.
• Keep abreast of unanticipated problems or non-compliance to ensure (institution) clients are informed of the issues prior to Board and following Board action.
• Assist or conduct training for clients for a clear understanding of submission processes and electronic portal usage.
• Collaborate with Business Development and Client Success Managers to instruct clients in the operations process flow through outcome documentation to be sent to clients and client sites.
• Responsible for assisting with internal and external reports, including composing reports for institutional affiliates and compiling data for audits and accreditation.
• Ensure all client contact information is current by regularly auditing study information to ensure notifications required by the client/MSA/contract are triggered.
• Participate in IRB Integration demonstrations and training with IRBNet support.
• Participate in special projects for CAPAs and Continuous Improvement.
• 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 is preferred.

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

• Current CIP (Certified IRB Professional) or other clinical research related certification preferred.
• Knowledge of FDA Code of Federal Regulations and ICH Guidelines.

QUALIFICATIONS/EXPERIENCE:

• 3-5 years of experience in sales support, strategic consulting, client strategy, or partnership development, ideally in healthcare or clinical research.
• Bachelor's degree or equivalent experience required; advanced degree (e.g., MPH, MBA, MS) is a plus.
• Strong analytical and problem-solving skills with a consultative approach.
• Excellent presentation and facilitation skills, with experience engaging senior stakeholders.
• Ability to synthesize complex information and drive strategic alignment.
• Advanced knowledge of Microsoft Word, Excel, Outlook, Databases and Adobe.
• Innovative, creative thought leader who consistently looks for opportunities to excel for clients.
• 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.
• 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.
• Must be able to maintain confidentiality.
• Knowledge of FDA regulations as they relate to research is preferred.
• Advanced knowledge WCG IRB Operations workflow and submission process preferred.

TRAVEL REQUIREMENTS: 5%-10%

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.