Manager, Client Services

Job Overview

Manages a group of client service professionals within a part of a large or mid-sized market or an assigned group. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions

1. Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.
2. Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
3. Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
4. Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.
5. Performs full assessments of client needs on a regular basis.
6. Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.
7. Partners with account management to price products.
8. May provide input into local client service strategy.

Qualifications

1. Bachelor's Degree Req
2. Five (5) years of relevant work experience Req
3. Two (2) years experience as an IQVIA Client Service Rep Pref
4. Pharmaceutical industry experience Pref
5. Experience developing and delivering training to clients Pref
6. One (1) to Two (2) years of experience using IQVIA data and products Req
7. Proficient in PC applications
8. Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data)
9. Change management/process analysis skills
10. Strong communication skills, including ability to train, present and deal tactfully with clients
11. Project management experience in overseeing or contributing in difficult, multi-discipline projects
12. Managerial skills, including a strong focus on team building
13. Knowledge of IQVIA databases and report creation process
14. Accredited in Company service certification program. Pref

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.