Remote Microsoft Customer Support Jobs in Rochester, NY

ICON 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.

Location: Remote

Overall Job Summary:

The Project Manager is the main point of contact for customers on all assigned projects and acts as the lead on a portfolio of clinical trials within ICON Medical Imaging and Cardiac Safety Solutions team. The Project Manager will act as primary point of contact for customer communication, managing routine teleconferences and reporting deliverables. The Project Manager is responsible for developing project timelines, assure adherence to the timelines, and provide customer support throughout the life cycle of a project for all study-related activities within a clinical trial. This position will coordinate cross-functional activities of internal resources to ensure quality and on-time project deliverables are met.  The Project Manager is responsible for maintaining the proper project documentation and ensuring compliance with SOPs and regulatory requirements for clinical trials. The Project Manager will be responsible for revenue forecasting, tracking, and submittal, and will also update budgets and contracts as necessary.

Essential Responsibilities:

• Apply project management principles, concepts and techniques for effective project management, including quality assurance and customer satisfaction
• Maintain a positive, results-oriented work environment by building partnerships, modeling teamwork and communicating in an open, balanced and objective manner
• Act as the primary contact and study lead with the customer from startup through close-out of a project with minimal supervision and oversight
• Develop and implement project plans and timelines via internal and external kick-off meetings and ensure agreement by parties involved, with minimal supervision
• Develop presentations for Investigator Meetings and customer facing meetings and travel independently to present at these meetings when required
• Escalate issues to management as appropriate
• Complete revenue, forecasting and invoicing per process on-time and accurately
• Coordinate cross-functional teams to ensure efficient processing of project requirements, with minimal support
• Conduct routine customer teleconferences and generate and maintain accurate records and meeting minutes and agendas in accordance with regulatory guidelines
• Update budgets and contracts and gain management approvals for Change Requests
• Generate and maintain Patient and Site Tracking Reports via MS Excel and study databases and provide updates to customers on a regular basis
• Coordinate with internal teams to query sites to submit incoming data and resolve data issues
• Travel with Business Development for customer meetings, as requested
• Present internally and externally on project portfolio
• Identify potential risks to projects and implement processes and tactics to proactively mitigate
• Compliance with internal SOPs and WIs
• Participate in developing and updating internal documents and guides (e.g. training materials, SOPs, etc.)
• Participate, as requested by Regulatory Affairs, in customer audits
• Provide oversight of Site Management and Reader Management activities for assigned projects
• Meet or exceed internal Project Management metrics
• Travel possibly required up to 20% of the time 

Education and Experience Requirements:

• Education:  Minimum Bachelor’s Degree (preference in Life Sciences or similar) or equivalent education/work experience
• Relevant Work Experience:  Required minimum of three years in a customer-focused role. Desired minimum of one year working in a project management role within the clinical trial industry. Imaging or Cardiac experience preferred but not required.    
• Language: Advanced English fluency required for business communication. Previous work history in English as primary language required.

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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