Senior Client Services Associate, Mapi Research Trust eCOA team (DELIVERY team)

Senior Client Services Associate – MRT eCOA team (DELIVERY team)

Location: Europe, LATAM

Mapi Research Trust (MRT) is a non-profit organization dedicated to improving patients' quality of life by facilitating access to Patient-Centered Outcome (PCO) information. We promote scientific approaches in the PCO field and encourages exchanges between academics, pharmaceutical companies, and international organizations around the world in the service of incorporating the patient's voice into every step of the development process of new treatments.

As more and more clients are digitalizing the COAs, we are developing our team’s experience with electronic COA processes.

Within the Trust, the eCOA Senior Client Services Associate (Sr CSA) is responsible for handling project’s clients about eCOAs (Clinical Outcomes Assessment). Most of the work is about giving support and coordination on electronic implementation, about how to use COAs in a clinical trial or any other study including conditions of use, licensing process, availability of translations and delivering licenses for the use of COAs.

The Sr CSA supports all project’s steps and coordinate different stakeholders through the independent management of assigned projects and tasks. The Sr CSA acts as the Subject Matter Expert and consults on each project to ensure best practices are implemented for each technology implemented in a study, on time delivery, and remediation of issues for multiple projects simultaneously.

The Sr CSA works closely with other members of the project team, client, clinical/scientific teams, copyrights holders and internal and external clients and vendors for successful project execution. The Sr CSA has a firm grasp on the process and deliverables of their functional team and actively contributes to process improvements.

What you will do?

· Provide technical direction for the development, design, and systems integration for customer engagements

· Manage day to day planning, execution, financial and timeline management of multifunctional projects with varying complexity while adhering to SOPs and performance metric standards

· Identifying and resolving issues that may negatively affect operationalization of eCOA tools and the project. Escalating issues to leadership as needed.

· Adaptation to change and competing priorities

· Regular internal reporting (dashboards, meetings, risk management, action plan, presentations, …)

· Establish strong customer relationships and seek opportunities to increase customer satisfaction and deepen relationships; Communicate effectively to qualify their needs and propose solutions, inform them of the project status

· Ensuring clients' satisfaction by analyzing their needs, working with them to understand study specific eCOA designs and requirements, offering appropriate solutions and quotes. Advising sponsors on best solutions to adopt, providing technical expertise.

· Coordinating with internal teams involved in the project and with external parties (such as authors, copyright holders and eCOA vendors) to ensure eCOA study requirements and specifications are clearly understood and documented

· Responsible for managing the development, review and approval of project related study documentation during throughout the full life cycle of the project implementation

· Development of guidelines of eCOA’s operationalization including creation of Original Electronic Versions (OeV) and coordinating reviews with copyright holders

· Participate or lead internal and external workshops to discuss screenshots review, expert review, BYOD, eLibraries, certification processes etc,

· Explain and promote the company products and services in an effort to maintain and expand the current and prospective client base

· Following procedural documents and participating in reviewing and updating documents to make sure they are reflective of industry standards and easily followed.

What you will need

• Subject Matter Expertise in the areas of eCOA and other technologies

• Strong working knowledge of Microsoft Office tools

• Solid technical background, with understanding in software development and clinical technologies (EDC, eCOA, IWRS etc.)

• Excellent expertise of Project Management principles (certification is a plus PMP / PRINCE II, CAPM, PgMP, etc.) to define and monitor project scope, budget, timelines, resources, quality (all effective internal and client policies and standards) and deliverables for the full project lif