Associate Client Services Lead

Associate Client Services Lead

The Associate Client Services Lead serves as a key point of contact for assigned sponsors and clinical trial payment programs, supporting the successful delivery of client services while ensuring high levels of sponsor satisfaction. Working under the guidance of senior Client Services team members, this role is responsible for managing sponsor relationships, coordinating study initiation and ongoing study activities, overseeing payment management projects, and ensuring operational excellence throughout the clinical trial lifecycle.

The position requires close collaboration with cross-functional teams, including Site Solutions and Data Operations, to ensure timely delivery of services, adherence to project timelines, effective issue resolution, and compliance with internal processes and sponsor requirements.

Key Responsibilities

Client & Sponsor Management

• Serve as the primary point of contact for assigned sponsors and associated clinical trial studies.
• Build and maintain strong client relationships, ensuring a high level of sponsor satisfaction and engagement.
• Prepare, coordinate, and lead regular client meetings, ensuring materials are accurate, complete, and delivered on time.
• Support and participate in sponsor governance meetings, including the preparation of performance metrics and key business updates.
• Represent Clinical Trial Payments in interactions with internal and external stakeholders.

Project & Study Management

• Manage study timelines and oversee study initiation activities, ensuring all protocol-related information is accurately tracked and documented.
• Coordinate project activities and stakeholder communications to ensure successful execution of clinical trial payment programs.
• Identify, manage, and facilitate change orders as required throughout the project lifecycle.
• Monitor study progress and proactively address operational challenges, escalating issues when necessary.
• Support continuous process improvement initiatives to enhance operational effectiveness and client experience.

Operational Leadership

• Act as the engagement lead throughout assigned projects, ensuring sponsor commitments and IQVIA service standards are consistently achieved.
• Collaborate with Site Solutions and Data Operations teams to ensure appropriate resource allocation and quality service delivery.
• Support clinical trial sites by ensuring timely resolution of payment-related inquiries and operational issues.
• Provide input into performance reviews for team members supporting assigned sponsor accounts.
• Assist with more complex client service activities in cooperation with senior team members and management.

Financial & Compliance Management

• Ensure financial interests are protected through diligent management of scope, timelines, and contractual obligations.
• Monitor payment activities to ensure they remain within Statement of Work (SOW) parameters and approved timelines.
• Coordinate sponsor funding activities with internal stakeholders as required.
• Ensure all change orders are properly documented, approved, and communicated.
• Maintain compliance with IQVIA processes, financial controls, quality standards, and sponsor-specific requirements.
• Ensure all work is conducted in accordance with SSAE 18 compliance standards.

Qualifications & Experience

Required

• Bachelor's degree or equivalent combination of education and experience.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to work effectively both independently and within a cross-functional team environment.
• Strong analytical and problem-solving capabilities.
• Detail-oriented with the ability to meet demanding deadlines.

Preferred

• 0-2 years of relevant experience in Clinical Trial Payments, Client Services, Project Coordination, or related healthcare/life sciences environments.
• Experience as a Site Solutions Associate, Data Operations Associate, or in a comparable operational role.
• General understanding of the clinical trial and pharmaceutical industry.
• Exposure to financial systems and business applications.
• Project management, coordination, or team leadership experience.

Technical Skills

• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• SharePoint
• Spotfire
• Microsoft Visio
• SAP Business One or similar financial systems
• Ability to learn and navigate proprietary clinical trial management platforms

Key Competencies

• Client relationship management
• Project coordination and execution
• Stakeholder management
• Financial and operational awareness
• Process improvement mindset
• Problem-solving and decision-making
• Planning and prioritization
• Effective communication and presentation skills
• Collaboration and teamwork
• Attention to detail

Working Conditions

• Occasional travel may be required.
• Ability to work effectively in a global, matrixed organization supporting international sponsors and cross-functional teams.

This role offers an excellent opportunity for professionals seeking to build expertise in client services, clinical trial operations, and sponsor relationship management within a leading global healthcare and life sciences organization.