Assoc Dir, Client Services, Salesforce Configuration Manager

Job Overview
Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions

• With a good knowledge of Salesforce Health Cloud Platform configures the applications and solutions as needed for the customers on the platform
• Designs and Develops solution on SalesForce.com to meet customer business needs
• Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.
• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
• 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).
• Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.
• Performs full assessments of client needs on a regular basis.
• Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.
• Partners with account management to price products.
• May provide input into regional and local client service strategy.

Qualifications

• Bachelor's Degree  
• 10+ years of Salesforce administration experience and 2 years of experience leading teams, projects, programs or directing the allocation of resources
• Understanding of standard Salesforce functions, especially in Health Cloud, Sales Cloud, Service Cloud and Community Cloud
• mastery in development/deployment, administration of solutions on Salesforce Health Cloud platform
• Experience serving as a system administrator for a Salesforce.com environment with 3000+ users
• Thorough knowledge of configuration space, like native and custom objects, page layouts, validation rules, workflows, alerts, process builder actions, 3rd-party technology integrations, user management, roles, profiles, permission sets, sharing rules, and security settings
• Development experience with Visualforce, Lightning Components, APEX, Apex Callouts, and Web Services
• Knowledgeable in following tools or equivalent: Docusign, MuleSoft, etc.
• Experience with Lightning experience and configurations using lightning app builders
• Experience with data loading to/from SF Orgs
• Experience working with app-exchange vendor products
• Previous hands-on Salesforce DevOps experience with CI/CD tools required. Salesforce DX experience preferred
• Salesforce Administrator or Advanced Administrator Certification required
• Salesforce Platform App Builder Certification or Salesforce Developer Certification preferred
• Salesforce ISV Product experience preferred
• Management experience
• Pharmaceutical experience
• Pharmaceutical industry experience
• Experience developing and delivering training to clients
• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data).
• Change management/process analysis skills.
• Strong communication skills, including ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing in complex, multi-discipline projects.
• Managerial skills, including a strong focus on team building.
• Accredited in Company service certification program  

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.