Client Support Analyst IRB​/IBC; Remote

About WCG

WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the front lines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials.

Why WCG

At WCG, we invest in our people because you are the driving force behind our mission. When you grow, our impact grows. When you thrive, research accelerates. We empower you to build a meaningful career while advancing the work that improves lives.

What we offer:

Comprehensive health and financial protection — Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accounts

Resources that support your whole life — Employee assistance programs and work/life balance tools

Investment in your growth — Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education support

Time to recharge — Paid holidays, vacation, and sick time

Pathways forward — Career development opportunities across One WCG

We practice transparency in everything we do, including compensation. The salary range for this position reflects our commitment to fair, competitive pay based on your qualifications, experience, skills, education, and location. Together, we’ll find the right fit for your expertise and our shared mission.

Job Summary

Reporting to the Director, Account Management IRB & IBC within the Sales and Business Development division, the Client Support Analyst IRB/IBC position absorbs the commercially oriented customer support of inbound lead management, small-study servicing, and post-sale account servicing. The Client Support Analyst IRB/IBC serves as the primary commercial point of contact for proposals, SOWs, change orders, budget reconciliation, inbound IRB lead management, and overall commercial/BD support.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

• Serves as the front-line owner for inbound IRB/IBC lead triage, qualification, and routing, ensuring every lead is captured in Salesforce and moved to the appropriate next step

• Delivers full-cycle servicing of small-studies, including SOW generation, invoicing, onboarding, and ongoing account execution

• Prepares template proposals and drafts budgets aligned to WCG pricing standards and client requirements

• Owns budget reconciliation, Change Order (CO), and Purchase Order (PO) management across assigned accounts

• Supports invoicing, billing, and annual fee management activities for large accounts in partnership with BD and Finance

• Manages contract renewals, change orders, and pricing discussions in coordination with legal, commercial and finance leaders

• Offers overall commercially oriented customer support to small and large pharma clients

• Acts as SME for IRB/IBC commercial operations processes

• Analyzes trends and recommends operational improvements

• Tracks and reports performance and adherence to best practices for leadership review.

• Advises leadership on process optimization and customer experience improvements

• Identifies operational bottlenecks

• Resolves non-routine customer and workflow issues

• Develops solutions for complex contracting and study support scenarios

• Uses data to improve cycle times, conversion rates, and service quality

• Interprets commercial policies and study requirements

• Provides guidance on budgeting methodology and proposal strategy

• C…