Client Service PM

Client service (40%)

·Act as main point of contact for the client during studymaintenance

·Organise or participate in regular clientmeetings

·Respond to all client requests in a timelymanner

·Manage budget and Change Orders (Cos) asrequired

·Provide regular updates to client on study relatedinformation

·Proactively review supply strategy for improvements and identifyrisks

·Periodically review study data to identify trends or issues

Data changes(20%)

·Author data change requests based on client’s need

·Pre-approve data change requests raised by Helpdeskstaff

·Coordinate the implementation and review of the data changes

Help desk support(20%)

·Review Helpdesk tickets that get escalated from Helpdesk to ProjectManagement

·Take appropriate actions to resolve the tickets as quickly aspossible

·Initiate updates to Helpdesk study guides

Other tasks(20%)

·Draft study specific user guides and finalise based on PMcomments

·Investigate issues and manage them through toresolution

·Review study alerts and action or escalate as appropriate in a proactiveway

·May provide information and training to newhires

·May attend Investigator Meetings, or participate in client audits (representingstudy)

·May manage System Change Requests (SCRs) for bug fixes other than the category of “PMG”.

·Work with a system design PM, assisting with User Guides and Helpdesk study guides for SCRs as needed

Other related duties as required by business need

Skills & Competencies

·Strong customer service ethic, always providing excellent service to both internal and external‘clients.

·Confident in working with externalClients.

·Accountable to perform tasks on-time, and with high quality. Excellent written and verbal communicationskills

·Strong team player with ability to workindependently

·Solid organizational skills including attention to detail and multi-taskingskills

·Good problem solving and analytical skills

·Ability to learn a technical system (continued development of technicalaptitude)

Strong IT skills and working knowledge of MicrosoftOffice

Education & Experience

·Bachelor's degree or equivalent combination of education, training andexperience

·6 months to 3 years clinical research or project managementexperience

·Experience working in a customer service environmentpreferred

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.