Customer Engagement Consultant, Pharmacy PSP

Job purpose

Demonstrate credibility in client relationship management during implementation of large-scale technology solutions projects (priorities: Pharmacy-based patient support program platform, patient management platform).   Maintain high-level of client satisfaction for all assigned technology implementations.  Ensure coordinated / collaborative efforts across multiple teams and work streams.  Build up a positive client experience & entrenchment of on-going large-scale PSP & solutions.

Duties and responsibilities

• Develop & strengthen our client relationships to achieve our vision of becoming a leader in pharmacy-based PSP in Canada
• Single point of accountability for the client on technology implementations or client engagement (all project deliverables)
• Serve as the interface between the Customer-facing Team, Offering Team, the Client & the Delivery Teams to create the business requirements document describing the final solution staying true to the spirit of the contract
• Drive discovery of technology solutions with customer via facilitation sessions
• Write business requirements documents for client sign-off and internal delivery execution
• Responsible for change request management to ensure the client maximizes the use and the value of the technology solution
• In collaboration with relevant stakeholders (Customer-facing Team, Offering Team) create presentations and detailed planning documents for clients and internal stakeholders
• Responsible for client and engagement status & total client experience and satisfaction for large-scale and highly customized initiatives
• Contribute to the evolution and operationalization of the Pharmacy PSP leveraging market insights

Qualifications

• Bachelor’s degree with 5 – 7 years of related experience in technology consulting, patient support program technology platform, pharmaceutical and/or healthcare industry
• Possesses solid requirements gathering, client influencing and relationship building skills, assertiveness
• Deep understanding of the intricacies, uses and value of patient support program components
• Strong organizational skills to run engagements from technology solution blueprint to launch
• Supervise day-to-day work of multiple work streams and teams spread across functions
• Ability to motivate, lead, coordinate teams without having direct reporting lines
• Strong problem solving and analytical skills
• Deliver technical presentations appropriately tailored to audience
• Technically-minded but can connect with non-technical audiences
• Knowledge of standard project management frameworks and processes
• Good understanding of the pharmaceutical industry; familiarity with patient support program management would be an asset

• Proven record of managing complex software development projects; familiarity with Jira would be an asset

At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.