Client Services Associate II, PCS
ICON plc · Shanghai
Client Services Associate II, PCS- Shanghai- Office based with FlexICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
COA Licensing Client Services Associate II
About Mapi Research Trust
Mapi Research Trust, part of ICON's Commercialization and Outcomes division, is an independent, not-for-profit organization specializing in Clinical Outcome Assessments (COAs) and patient-reported outcomes.
For over 30 years, Mapi Research Trust has supported the global scientific community by collecting, managing, and distributing COA information. We represent the developers of more than 800 COAs and provide licensing and translation services to organizations worldwide.
The Role
As a COA Licensing Client Services Associate II, you will be responsible for supporting clients seeking to license and implement Clinical Outcome Assessments in research studies and clinical practice. You will manage client requests, prepare proposals, coordinate project activities, and ensure the successful delivery of licensing and translation services.
Key Responsibilities
- Serve as the primary contact for clients seeking COA licensing and translation services.
- Understand client requirements and prepare accurate proposals, timelines, and budgets.
- Provide high-quality customer service through regular communication and support.
- Manage requests from proposal through final delivery, including contracts, invoicing coordination, and documentation.
- Coordinate with internal teams to deliver licensing and translation services.
- Monitor project progress and ensure deliverables are completed on time and to quality standards.
- Participate in client meetings and internal project discussions.
- Support negotiations and discussions with clients when required.
- Maintain accurate records and contribute to knowledge management activities.
- Identify opportunities for process improvement and support special projects as needed.
Requirements
- Minimum 3 years of experience in client services, project management, or another client-facing role.
- Experience with COA/eCOA licensing, translation, or linguistic validation projects preferred.
- Strong organizational and project management skills.
- Ability to manage multiple priorities and deadlines simultaneously.
- Excellent communication and customer service skills.
- Strong stakeholder management and relationship-building abilities.
- Analytical mindset with strong problem-solving skills.
- High attention to detail and a structured approach to work.
- Ability to work independently and as part of a global team.
- Professional proficiency in English, both written and spoken.
- Good working knowledge of Microsoft Office applications.
Why Join Us?
- Work with a recognized global leader in Clinical Outcome Assessments.
- Be part of ICON, a leading healthcare intelligence and clinical research organization.
- Contribute to projects that support health outcomes research worldwide.
- Collaborate with colleagues and clients from around the world.
- Access career development opportunities within a global organization.
- Help build strong client partnerships and deliver high-impact solutions to the healthcare and research community.
Part of ICON's Commercialization and Outcomes division, Mapi Research Trust is an independent, not-for-profit organization specializing in patient-reported outcomes and Clinical Outcome Assessments (COAs).
Employment with ICON is contingent upon having the legal right to work in the country where the role is based.
Rewards & Benefits
ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.
Benefits may include:
- Competitive base salary and performance related incentives
- Health and wellbeing programmes including medical, dental, and vision coverage where applicable
- Retirement and pension plans
- Life assurance and disability coverage
- Employee assistance programmes and wellbeing resources
- Learning and development opportunities through structured training and career pathways
Benefits may vary depending on role and location.
Visit our careers site to read more about the benefits ICON offers.
Inclusion and Accessibility
ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.
If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.
Are you a current ICON Employee? Please click here to apply