This is a Hybrid-onsite : Tuesday, Wednesday and Thursday. Must be in the office during these designated days during the week.

Hours are 8 - 5 PM CST; there is not flex in this schedule

Purpose :

Partner with our customers to effectively resolve Contract Management System (CMS) issues through phone, email, and Microsoft Teams.

Provide accurate contract processing utilizing the CMS.

Responsibilities :

Develop deep knowledge of the CMS platform.

Respond to customer inquiries in a timely and accurate matter.

Assist with answering how-to questions and navigation through a variety of workflows, i.e., onboarding, contract review, and Adobe Sign contract execution.

Collaborate with internal stakeholders to identify opportunities to evolve current external / internal CMS system communications, reference / training guides, and iHUB system help text functionality.

Diagnose software issues and engage with systems teams to remove roadblocks.

Follow-up regarding the status of contracts of US, OUS consultants and affiliate the client s managed.

Independently review, draft and process standard boilerplate contractual template agreements through CMS.

Answer the client s Consulting hotline calls and triage to correct resource.

Qualifications :

• High School diploma or equivalent. Some college preferred.
• 2-4 years of experience within a customer service / administrative role, working in a fast-paced environment, specifically pharmaceutical industry is a plus, with a desire to provide a high level of customer service.
• Proficient in Microsoft Word, Excel, Outlook, OneNote, Teams, DocuSign, Adobe Sign
• Smartsheet application is a plus
• Demonstrates good systems and business process aptitudes
• Must possess the appropriate level of skills necessary to effectively interface with all levels of the client s employees, external Healthcare Professionals, Scientific Advisors, Vendors and Patients.
• Fast learner with robust problem-solving and critical thinking skills
• Strong communication, presentation, and interpersonal skills and the desire to provide a high level of customer service.

What are the top 3-5 skills requirements should this person have?

1 : Great verbal and written communication skills.

2 : Provide interpersonal and customer service driven outcomes, i.e. - empathy, time management, active listening, emotional intelligence, and problem-solving.

3 : Ability to independently perform contract review and compliance reviews.

4 : Excellent organizational skills, attention to detail, and strong oral and written communications skills.

5 : Experience in a fast-paced environment with the ability to multi-task

What is a nice to have (but not required) regarding skills, requirements, experience, education, or certification?

• Experience and past roles would trump education requirements.
• Experience in an administrative / customer-service related role within the pharma and legal industries.
• Ability to turn technology jargon into layman terms to assist CMS customers.

What type of environment is this person working in?

• Candidate must have the ability to interact / collaborate with fellow colleagues within an open office setting, attend on-site and virtual meetings.

Last updated : 2024-05-12