This job posting may have expired!
Use our `search` to find similar offers.
Use our `search` to find similar offers.
Similar jobs
Director Strategic Client Operations
IQVIA Holdings Inc.
Various Locations
Job Overview
Provide strategic leadership at customer account level for large functional partnerships or multi-functional relationships within DSSR. Collaborate with global management teams to develop and implement strategic initiatives, expand partnership, strengthen overall relationship and ensure global consistency. Responsible at program level for compliance with agreed- upon SLA’s, KPI’s, quality and value standards through continuous oversight and global consistency.
Provide strategic leadership at customer account level for large functional partnerships or multi-functional relationships within DSSR. Collaborate with global management teams to develop and implement strategic initiatives, expand partnership, strengthen overall relationship and ensure global consistency. Responsible at program level for compliance with agreed- upon SLA’s, KPI’s, quality and value standards through continuous oversight and global consistency.
Essential Functions
• Create and manage strategic relationships and alliances with assigned customer; build networks with necessary stakeholders internally and externally.
• As it pertains to DSSR, collaborate in the definition of customer-centric, account management strategies and provide oversight of their implementation within assigned account(s) i.e. solicitation of repeat business; identification of new business opportunities developing to RFPs; assist in contribution of customer centric, strategic focus to proposal development process; assist in transforming customer relationships to partnership level; establish mutually agreed working practices with customer for standardization implementation across projects/programs; contribute to strategic planning, assist in creative solutions and ongoing process improvements to meet anticipated future customer needs; provide customer feedback; status reports.
• Work with DSSR operational leaders and customer stakeholders to develop, implement and track key performance indicators (KPIs) and develop timelines and processes for tracking KPIs on an account/portfolio level.
• Provide Senior Level oversight and/or act as an Account Owner for a customer alliance, by partnering with other DSSR functional leads to develop and implement process improvements, to ensure consistency, provide oversight of portfolio level quality and financial metrics, etc.
• Oversee the scope of work, objectives, timelines, quality of deliverables, and other activities for assigned clients and associated programs as it pertains to DSSR
• Act as the key relationship manager and primary contact for DSSR to assigned client contacts to ensure appropriate communication channels are maintained as well as recommend courses of action regarding client management issues.
• Collaborate with other IQVIA alliance managers, BD personnel and customer managers to present a single voice and strategy to the customer.
• Lead internal DSSR escalation meetings to ensure quick response to any quality concerns or customer escalations, ensuring appropriate representatives from stakeholders and operational management are involved as appropriate.
• Accountable for leading the development of account specific strategies that align operations, sales and corporate development within DSSR with that of the customer.
• Review and oversee program budget(s) to meet financial and company goals proactively ensure adherence to change control processes.
• Oversee and support complex, global contracts which govern functional service providership, project units, managed partnerships, and/or risk shared investments to the customer’s satisfaction.
• Leads global departmental initiatives for DSSR focused on enhancing customer delivery, creating new offerings, developing new systems or tools to enhance oversight, etc.
• Represent assigned client to internal stakeholders; provide consultation to clients on strategy and operational delivery as needed; serve as an internal consultant to other DSSR business partners for integrated functional solutions
• Participate in market research and competitive analysis activities that provide information in support of the business needs analysis process and strategic account management.
• Provide effective senior representation of DSSR in high visibility forums e.g. joint IQVIA Committees, Joint Operations Teams, etc. representing IQVIA with the highest level of professionalism.
• Create and manage strategic relationships and alliances with assigned customer; build networks with necessary stakeholders internally and externally.
• As it pertains to DSSR, collaborate in the definition of customer-centric, account management strategies and provide oversight of their implementation within assigned account(s) i.e. solicitation of repeat business; identification of new business opportunities developing to RFPs; assist in contribution of customer centric, strategic focus to proposal development process; assist in transforming customer relationships to partnership level; establish mutually agreed working practices with customer for standardization implementation across projects/programs; contribute to strategic planning, assist in creative solutions and ongoing process improvements to meet anticipated future customer needs; provide customer feedback; status reports.
• Work with DSSR operational leaders and customer stakeholders to develop, implement and track key performance indicators (KPIs) and develop timelines and processes for tracking KPIs on an account/portfolio level.
• Provide Senior Level oversight and/or act as an Account Owner for a customer alliance, by partnering with other DSSR functional leads to develop and implement process improvements, to ensure consistency, provide oversight of portfolio level quality and financial metrics, etc.
• Oversee the scope of work, objectives, timelines, quality of deliverables, and other activities for assigned clients and associated programs as it pertains to DSSR
• Act as the key relationship manager and primary contact for DSSR to assigned client contacts to ensure appropriate communication channels are maintained as well as recommend courses of action regarding client management issues.
• Collaborate with other IQVIA alliance managers, BD personnel and customer managers to present a single voice and strategy to the customer.
• Lead internal DSSR escalation meetings to ensure quick response to any quality concerns or customer escalations, ensuring appropriate representatives from stakeholders and operational management are involved as appropriate.
• Accountable for leading the development of account specific strategies that align operations, sales and corporate development within DSSR with that of the customer.
• Review and oversee program budget(s) to meet financial and company goals proactively ensure adherence to change control processes.
• Oversee and support complex, global contracts which govern functional service providership, project units, managed partnerships, and/or risk shared investments to the customer’s satisfaction.
• Leads global departmental initiatives for DSSR focused on enhancing customer delivery, creating new offerings, developing new systems or tools to enhance oversight, etc.
• Represent assigned client to internal stakeholders; provide consultation to clients on strategy and operational delivery as needed; serve as an internal consultant to other DSSR business partners for integrated functional solutions
• Participate in market research and competitive analysis activities that provide information in support of the business needs analysis process and strategic account management.
• Provide effective senior representation of DSSR in high visibility forums e.g. joint IQVIA Committees, Joint Operations Teams, etc. representing IQVIA with the highest level of professionalism.
Qualifications
• Bachelor's Degree Life Science, Business Management or related field Req
• 12 years in the pharmaceutical, CRO, or related industry, experience to include clinical operations, CRA, Commercial and /or alternative operational functional (e.g. business development, data management, project management, laboratory, pre-clinical) Pref
•
• Bachelor's Degree Life Science, Business Management or related field Req
• 12 years in the pharmaceutical, CRO, or related industry, experience to include clinical operations, CRA, Commercial and /or alternative operational functional (e.g. business development, data management, project management, laboratory, pre-clinical) Pref
•
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.
IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled
IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.
Job posted: 2020-10-16
