Client Operations Lead
Job Overview
Serves as the primary support liaison between the client and IQVIA for part of a large or mid-sized market or an assigned group. As an expert, maintains post-sale contact with clients, ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship.
Essential Functions
- Service governance – being the SPOC for the external customer and orchestrating different IQVIA teams, granting consistent alignment about customer needs and priorities.
- Orchestration ownership – overall lifecycle on the full operational scope, including escalations to other teams and aligning it with customer business needs.
- Ensures fulfillment of contract specifications or possibly ad-hoc requests of the customers to build client satisfaction.
- Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact.
- Partners with clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
- Monitors performance against existing service agreements and ensures client’s obligations are met.
- Researches, analyzes and responds to client inquiries that may be very complex and non-routine.
- Conducts product/services and process training for clients and other employees.
- Conducts service meetings at client sites. May partner with the account manager to identify client business issues and provide solutions.
- May represent IQVIA on external client projects.
Qualifications
- Bachelor's Degree preferred
- 5+ years of related work experience required
- 1-2 years experience as an Client Service Representative required
- Expert knowledge of the concepts, practices and procedures of the client service representative field
- Pharmaceutical experience preferred
- Meeting facilitation, presentation and training experience preferred
- Proficiency in PC applications, such as Excel
- Ability to: communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
- Good business acumen
- Demonstrated problem solving, analytical and expert customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment and to understand complex concepts and processes quickly• • Salesforces Platform administration knowledge (Certification) a plus
IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com
We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe
As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status