Client Service Director, GMI

Join us on our exciting journey!

IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

https://www.iqvia.com/

Director, Client Services, Global Market Insights

The Global Market Insights team comprises nearly 300 employees across multiple geographies.  It is a Global function with local expertise and talent, delivering leading solutions to the pharmaceutical and life sciences industry.

The GMI Service team provides a range of support and additional insight across the GMI portfolio, ensuring clients maximise their usage of GMI products and services to facilitate a positive and productive long-term relationship.

OVERVIEW

The Client Services Director for IQVIA’s Global Market Insights business provides operational, strategic, and commercial leadership for a global client service team to ensure a high-level of client satisfaction and retention.  This is a key role that works closely with other areas of the IQVIA Global Market Insights business including sales, offering, content and delivery as well as other wider IQVIA functions.

You will be directly responsible for the guidance and development of your team, so it is essential you are a great communicator and able to inspire your team to deliver great client service.

RESPONSIBILITIES

• Leads a diverse global team, both direct and indirect reporting, to ensure clients maximise the value of their Global Market Insights subscription
• Provides strategic direction by constantly monitoring customer satisfaction, operational standards, and client service processes
• Drives lean operational excellence and continuous improvement to existing processes
• Oversees recruitment and onboarding of new team members
• Provides team with all necessary tools and training to improve core expertise and continued career growth
• Partners with key stakeholders across the Global Market Insights sales, marketing, and operational teams to coordinate the activities to achieve client satisfaction and service revenue targets
• Set and achieve service offering revenue targets
• Allocate customer accounts to service managers according to subscription location, size and type
• Engage with clients as an escalation point for issue resolution and act as a senior lead for the Voice of the Customer initiative
• Manages budgets including T&E and professional services
• Performs client negotiations for service contracts and associated costs
• Regularly presents Client Service vision and value proposition to large audiences, including senior IQVIA leaders
• Drives tracking and reporting of performance to ensure team accountability and quality of service and delivery

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

ESSENTIAL

• Bachelors/Masters Degree with in-depth knowledge of the pharmaceutical industry. Ideally the candidate will have worked in various roles in pharma and/or pharma service industries

• Expert knowledge of the concepts, practices, reporting quality & integrity and procedures of Client Services
• Experience developing and leading others
• Strong communication skills, including ability to train/present and deal tactfully with clients and senior internal stakeholders
• Ability to influence without direct authority
• Track record of working with different teams with diverse expertise and cultures
• Proven organizational and effective conflict resolution skills
• Proactive, self-motivated, and accountable to drive positive client satisfaction and business results
• Knowledge of IQVIA Global Market Insights products and strategy

AWARDS

• FORTUNE Magazine's World's Most Admired Companies list for the third year in a row.
• Recognised by the 2016 Scrip Awards as the Best Full-service Provider Contract Research Organization (CRO).
• Awarded the 2016 Eagle Award from the Society for Clinical Research Sites (SCRS) for the fourth consecutive year. A site-nominated award recognising contract research organizations (CRO) and biopharmaceutical sponsors dedicated to building positive relationships with research sites through leadership, professionalism and integrity.
• IQVIA™ named in The International Association of Outsourcing Professionals (IAOP) 2017 Global Outsourcing 100® List which recognizes the world’s best service providers across a range of industries.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

IQVIA™ is an equal opportunity employer. We make employment decisions based on qualifications and merit. We prohibit discrimination based on any unlawful consideration such as age, race, national origin, gender or other "protected status."

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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.