Client Services Specialist

About Verified Clinical Trials 
At VCT, we're a lean, mission-driven team helping advance clinical research through smart solutions and exceptional service. We believe great work starts with great people, so we prioritize supporting one another, putting our clients first, and holding ourselves accountable to high standards of excellence. 

This is a place where your ideas matter, your contributions make an impact, and you'll have the opportunity to help shape how we grow. 

Position Overview 
VCT is seeking a Client Services Specialist to serve as a trusted point of contact for our clients and research sites, ensuring every interaction reflects the standard of service excellence VCT is known for. This role combines advanced client support, clinical research expertise, and project management to resolve complex issues, coordinate client deliverables, and drive continuous improvement across our service operations. 

The ideal candidate is a college graduate with hands-on clinical research experience, a strong customer service background, and proven project management skills. You are organized, proactive, and comfortable managing multiple client accounts and priorities at once. This role is designed as a development pathway toward the Portfolio Lead position, with growing exposure to project oversight, feature testing, and cross-functional coordination. 

Key Responsibilities 
Advanced Client Support: • Serve as the primary point of contact for assigned client accounts and research sites, resolving complex inquiries, complaints, and escalations across phone, email, and other channels while maintaining high levels of client satisfaction. Escalate high-risk or unresolved issues to the Portfolio Manager with clear context and recommended next steps. 

Project Management & Client Deliverables: • Plan, coordinate, and track client-facing projects such as new client and site onboarding, study setup, account transitions, and service implementations. Define timelines, milestones, and responsibilities, monitor progress, identify blockers, and ensure on-time delivery. 

Account Oversight: Proactively monitor the health of assigned accounts, identify trends in client needs and service gaps, and recommend enhancements to the Portfolio Manager to strengthen client relationships and retention. 

Clinical Research Domain Expertise: Apply working knowledge of clinical trial operations, study terminology, site workflows, and research participant processes to guide clients accurately and resolve study-related issues efficiently. 

Data Integrity & Documentation: Ensure timely and accurate entry of all client interactions and study-related activities. Regularly review and complete logs, reconcile discrepancies, and maintain thorough, audit-ready records that are readily accessible for future reference. 

Process Improvement & SOP Support:  Identify recurring issues, analyze root causes, and contribute to the development and revision of Standard Operating Procedures (SOPs), workflows, templates, and knowledge base resources that improve service consistency and efficiency. 

Feature Testing & Technical Liaison Support: Partner with the Portfolio Lead and internal development team to participate in user acceptance testing of new features, document and track bugs, and translate client feedback into clear, actionable requirements. 

Reporting & Metrics: Prepare regular status updates and service reports (e.g., response and resolution times, open issues, project status, client satisfaction trends) for the Portfolio Manager and leadership. 

Knowledge & Continuous Learning: Maintain up-to-date knowledge of VCT's services, platforms, and policies, and actively participate in ongoing training and professional development. Share insights and best practices with fellow Client Services Specialists to strengthen service consistency across the team. 

Cross-Functional Collaboration: Work closely with Operations, Quality & Training, Product, and the internal development team to address client needs, coordinate solutions, and ensure seamless service delivery. 

Quality & Compliance: Ensure all client support and project activities align with VCT SOPs, Good Clinical Practice (GCP), and HIPAA standards, maintaining confidentiality and audit-ready documentation throughout. 

Qualifications: 
• Bachelor's degree in Life Sciences, Health Sciences, Public Health, Business, or a related field. 
• 2+ years of combined experience in clinical research and customer service, ideally in a client-facing role within a research site, CRO, sponsor, or health tech environment. 
• Demonstrated project management experience, including managing timelines, deliverables, and multiple concurrent projects; familiarity with tools such as Jira, Asana, Smartsheet, or Trello. 
• Working knowledge of clinical trial processes, terminology, and regulatory standards (GCP, HIPAA). Certifications such as CCRP, CCRC, or CAPM are a plus. 
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and CRM or ticketing systems, with the ability to quickly learn new software platforms. 
• Excellent written and verbal communication skills, with the ability to convey complex or technical information clearly and empathetically. Bilingual abilities are an asset. 
• Strong organizational, problem-solving, and prioritization skills with exceptional attention to detail. 
• Leadership potential and a strong interest in growing into a Portfolio Lead role. 

Career Path: The Client Services Specialist role is designed to prepare high performers for advancement to Portfolio Lead. Through increasing ownership of client projects, feature testing, documentation, and cross-functional coordination, the Specialist builds the technical project management and leadership skills needed to lead portfolio-level initiatives.