Senior Customer Advocate at Boldr, Hybrid in Mexico
BoldrBoldr is seeking a senior customer advocate to deliver empathetic support across multiple channels, resolve technical issues and escalations, and improve customer experience operations.
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Thermo Fisher Scientific develops and delivers technologies, laboratory products, and pharmaceutical services that support scientific research and healthcare. Its work spans life sciences research, analytical problem-solving, laboratory productivity, diagnostics, and the development and manufacturing of therapies. The company serves customers through a global team and a portfolio of brands including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Its careers encompass the scientific, healthcare, manufacturing, logistics, and service operations behind these offerings.
Bench Contract Specialist - Mexico (Remote)
Manage study-site contracts and investigator budgets for pharmaceutical and biotechnology clinical trials. Support risk assessment, contract negotiation, and site activation activities.
Description
- Prepare, review, negotiate, and complete agreements with study sites
- Negotiate investigator grant budgets and contractual terms within approved parameters
- Follow negotiation limits, approval authorities, contractual procedures, client requirements, budget guidance, templates, and operating procedures
- Assess legal, financial, and operational risks, escalating issues when appropriate
- Recommend solutions and alternative approaches for investigator contract negotiations
- Coordinate with internal departments to keep site startup and contracting activities aligned with agreed timelines
- Ensure contract negotiations support the critical path for site activation
- Meet established site activation cycle-time targets
- Escalate issues that fall outside approved parameters through designated procedures
- Build effective working relationships with study sites and internal functional teams
- Deliver contracts with quality, objectivity, and appropriate risk analysis
Requirements
- Bachelor’s degree or an equivalent relevant academic or vocational qualification
- Two to five years of experience providing the knowledge and capabilities needed for the role
- A suitable combination of education, training, and directly related experience may meet the requirement
- Working knowledge of contract law, including business, intellectual property, local tax, and stamp laws
- Ability to apply fundamental investigator grant negotiation principles
- General understanding of business and financial principles applicable to service agreements
- Strong spoken and written communication skills in English and the local language
- Ability to draft and negotiate contract provisions and budget matters within approved parameters and with appropriate oversight
- High attention to detail
- Strong analytical and decision-making abilities
- Understanding of pharmaceutical product development and the role of contract research organizations
- Ability to work independently and collaboratively
- Effective organizational and time-management skills
- Working knowledge of PPD standard operating procedures and WPDs
- Ability to manage competing priorities and evaluate contractual risks and issues
- Ability to use automated systems and computer applications
- Customer-focused communication, problem-solving, and collaboration skills
- Consistent and reliable attendance
- Ability to work upright and/or stationary for six to eight hours per day
- Ability to perform repetitive hand movements and move frequently
- Ability to occasionally crouch, stoop, bend, and twist
- Ability to lift and carry 15–20 pounds
- Ability to access and use computer software
- Ability to communicate, listen to, and understand verbally presented information
- Ability to work under pressure and manage multiple tasks
Benefits
- Fully remote work arrangement
- Full-time employment
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