• Customer Outreach: Conduct proactive outreach across a diverse client portfolio to ensure clients are fully functional on our platform. Gather Voice of Customer insights for future product updates. • Account Management & Support: Independently manage communications and account needs for lower-tier and less complex accounts, ensuring each client feels supported and fully operational on the platform. • Onboarding Support: Support onboarding for new clients, which includes account setup, delivering introductory training, and addressing initial troubleshooting inquiries. Over time, handle end-user onboarding independently, allowing CSMs to focus on executive stakeholders. • Account Support Assistance: Collaborate with CSMs to support day-to-day account activities such as user outreach, growing share of wallet, capturing client feedback for platform improvements, and addressing client needs by directing them to the appropriate support channel (e.g., Member Services, training resources, CSM escalation). • Customer Engagement Tracking: Monitor platform usage to identify any issues or improvement opportunities, working closely with CSMs to address these and promote client engagement. • Presentation Preparation: Assist in creating quarterly business review (QBR) presentations for CSMs by developing Google Slide/PowerPoint decks, highlighting client health/engagement scores, emerging trends, and the value clients gain from our platform. • Client Support: Serve as an initial point of contact for client inquiries, escalating complex issues to CSMs or other teams as necessary to ensure timely and effective resolution. • Sales Assistance: Identify potential sales leads through client interactions, supporting sales initiatives by identifying affiliate outreach and other strategies.

• Responsible for all aspects of the relationship with a specific supplier within a commodity. • Directs and manages all schedules, and purchase orders for the client account or the product family. • Ensures product is delivered on time, meets quality standards, and at the right cost. • May perform delivery assurance responsibilities. • Carries out Procurement processes, standards, and operational plans, including RFPs, negotiation preparations, and cost analysis. • Responds to value stream inquiries about order status, changes, or cancellations to ensure customer satisfaction. • Carries out activities associated with purchasing goods, materials, supplies, and services to ensure terms are in the organization’s best interest. • Prepares purchase orders, approves payments, and negotiates prices to ensure the procurement process goes smoothly, under general guidance. • Compiles price proposals, financial reports, and other data and information to provide input on reasonable prices. • Prepares request for proposals (RFP) and bid packages to take on new accounts and monitors contract performance to ensure compliance with contractual obligations. • Contacts suppliers to schedule or expedite deliveries to ensure resolution of problems such as shortages and missed or late deliveries. • Develop and follow existing procedures, processes, and work instructions. • Coach, mentor, and provide technical guidance to new team members.

• Working with our Operations team to learn our event kits and help identify procurement methods for materials that can be sourced more efficiently. • Researching and liaising with prospective suppliers that can meet Breakout’s specific criteria in terms of quality, quantity, delivery, and cost of materials. • Preparing proposals, requesting quotes, ordering samples, and negotiating purchase terms and conditions. • Ensure vendor and product quality assurance. • Develop best practices for sourcing and managing perishables. • Provide regular updates, analysis, and recommendations to the Operations team. • Advise Operations team on best practices, vendor management, negotiations and ensuring compliance with all laws, policies, procedures, and regulations.

TMF Group Lead - Poland or Bulgaria - Remote ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development We are currently seeking a Group Lead - TMF Operations to join our diverse and dynamic team. As the Group Lead of TMF (Trial Master File) Operations at ICON, you will provide oversight and leadership for TMF processes, ensuring compliance and quality in document management across clinical trials. Your expertise will be key in maintaining TMF integrity and supporting ICON’s commitment to excellence in clinical research. What You Will Be Doing: - Leading and managing the TMF Operations team to ensure timely and accurate handling of clinical trial documentation. - Overseeing TMF processes and workflows to ensure compliance with regulatory requirements and industry standards. - Collaborating with cross-functional teams to support the maintenance, inspection, and archival of TMF documents. - Providing training and guidance to team members, promoting best practices in TMF management. - Monitoring performance metrics and implementing improvements to enhance TMF quality and efficiency. Your Profile: - Bachelor's degree in life sciences, information management, or a related field, or equivalent experience. - Extensive experience in TMF operations within clinical research or the pharmaceutical industry. - Strong understanding of regulatory requirements and best practices related to TMF management. - Proven leadership skills with the ability to manage and motivate a team effectively. - Excellent communication and organizational skills, with attention to detail and a commitment to quality. #LI-DK2 #LI-Remote What ICON can offer you: Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent. In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family. Our benefits examples include: - Various annual leave entitlements - A range of health insurance offerings to suit you and your family’s needs. - Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead. - Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family’s well-being. - Life assurance - Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others. Visit our careers site to read more about the benefits ICON offers. At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here. Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles. Are you a current ICON Employee? Please click here to apply