Customer Success Manager

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Skills and Requirements:

As a key leadership role in the R&DS team, the Sr. Director has accountability for understanding customer outcomes through ongoing collection, analysis of data and feedback and turn this into on-boarding and retention strategies as well as feed into the product road map . The incumbent will be involved in all aspects of product implementation, support, account management, demonstrating the product, educating customers and more. The primary duties of this role include:

• Collaborate with Product Management, Product Engineering & development teams to set up and configure our software platform as per customers’ requirements and troubleshoot and ultimately resolve technical issues raised by Study Teams, Sites, Patients and customers
• Work with multiple cross-functional teams to ensure seamless technology and operational setup. Be accountable to resolve technology challenges during on-boarding and ultimately leading to the successful on-boarding of Study Team, Sites and Patients.
• Serve as the primary contact for technology system related escalation around issues related to on-boarding, training and post go-live support
• Be primary contact for IQVIA Project Team to assess, troubleshoot and ultimately resolve technical product related during configuration, start-up and study execution.  Be subject matter expert to help assess, diagnose and resolve technical related issues whether product or operational related. 
• Understand customer outcomes by communicating with customers, analyse customer health metrics and gather other feedback related to technology product performance, usability and delivery to study metrics enabled by technology.
• Represent the voice of the customer to provide input into the core product, marketing and sales process

Secondary responsibilities include:

• Collaborate closely with team members support renewals and expansion opportunities
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

We'd like to see:

• A minimum of 10 years of management and leadership experience in a software development/Technology Consulting organization
• A minimum 5 years of experience in life sciences domain with a clear understanding of clinical trial management processes
• Proven track record of ownership of successful operational delivery oversight of large clinical technology platform with internal and external users, including start-up, delivery and technical support.
• Hands-on experience in developing and/or configuring/implementing technology products, preferably in the life sciences domain
• Solution mindset and problem solving capabilities
• Ability to effectively work in a matrix-ed, cross-functional organization with multiple stakeholders
• A Bachelor’s degree in Computer Science, Engineering, or another technology-related domain
• A minimum of 5 of years hands-on commercial software development experience using mainstream programming languages;
• Exceptional written, verbal and presentation skills

Reporting structure - role will report into head of technology for Virtual trial system but have dotted line accountability to head of Virtual Trials business line.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

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.