Client Services Partner

SABAI GLOBAL, a leader in providing Institutional Review Board (IRB) and Institutional Biosafety Committee (IBC) services, works diligently to protect the rights, safety and welfare of human research participants who participate in research studies. We have an opening for a CLIENT SERVICES PARTNER in a fully remote role. In this role, your PRIMARY DUTIES would include:

• Provides highlevel account management and client services support across all services.
• Serves as primary point of contact for an assigned list of clients, providing exceptional service for continued retention and growth. Partners across departments to ensure smooth delivery.
• Develop a trusted advisor relationship with key account contacts, with a focus on providing clientfocused solutions.
• Represents the company in a highly professional manner with a focus on building client relationships with existing and new clients.
• Responds to incoming client inquiries (via email, phone and website) across all divisions; triages any urgent client requests to appropriate teams. Communicates client updates to appropriate divisions and leadership team.
• Reports new business opportunities to the Director and Sales/BD team.
• Initiates and leads Sabai IRB/IBC portal demonstrations. Provides white glove service supporting sites as they complete online IRB and IBC applications.
• Initiates and leads new study kickoff calls for assigned accounts and as assigned by the Director, Client Services.
• Takes minutes during meetings with clients and shares with appropriate teams for review and archival.
• Distributes welcome kits to sites and Sponsor, CRO and site network clients, as needed.
• As needed, assists the IRB, IBC and Regulatory teams to obtain required study documents for review.
• Assists with contact updates in IRB and IBC systems, as needed.
• Collaborates across Sabai divisions to improve customer support, enhance customer satisfaction and resolve client issues.
• Builds strong relationships across Sabai teams as a trusted resource and client advocate.
• Communicates client feedback and/or complaints that could impact the business to the leadership team. Proposes potential solutions for client pain points.
• Develops open and effective channels of communication with each client.

SUCCESSFUL CANIDATES will have:

• Bachelor’s degree required.
• 5+ years’ customer service or client relations experience. Proven track record of excellent client relations.
• 2+ years project management experience.

PREFERRED QUALIFICATIONS include:

• Strongly Preferred: 3+ years working in IRB Operations.
• Knowledge and understanding of IRB and IBC operations and services.
• Demonstrated experience and strong knowledge of pharmaceutical and biotech companies, clinical research organizations and site networks.

WHAT WE OFFER: Sabai Global supports its employees with a superb benefits package with fully paid options for medical/dental/vision coverage and an immediate 5% match on 401(k) contributions. New hires receive a time off package totaling 41 days/year. We are an Equal Opportunity Employer. Candidates needing assistance with the application process, due to differing abilities, should contact [email protected]. Location eligibility applies. Candidates who reside in a US state where the company is currently authorized to hire are given priority.