Job Description

Under broad guidance, ensures clients obtain maximum value from IQVIA technology solutions and services in order to facilitate a positive and productive long-term relationship. Role may combine both insource and outsource responsibilities.       

Main Responsibilities

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction.
• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact focused on the Technology suite of applications and tools which include legacy CRM, Remote and Business Intelligence tools along with other/new technology offerings (Orchestrated Customer Engagement – Salesforce based CRM and Marketing platforms), Data warehouse and new BI tools. 
• Ensures, thorough review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.  This includes participating in internal user acceptance prior to releasing changes to clients.
• Partners with the technology solution delivery team and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients. 
• Maintains effective internal communications with commercial, technology service delivery and project management to keep all apprised on activities with the client. 
• Monitors performance against existing service agreements and ensures client’s obligations are met. 
• Adhere to TSC (Technology Services Consultant) processes and escalation procedures for local and global teams.
• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market. 
• May facilitate in product/services and process training for clients and other employees. 
• May conduct service meetings at client sites. 
• Represents IQVIA on external client projects.
• May mentor and lead other client service reps and represent the manager in their absence.
• Document and maintain client profile on solutions, customizations and key decisions.
• Document and submit small change requests to delivery team and follow through on its execution with the team.

Education / Experience Requirements

• Bachelor’s degree or equivalent
• Minimum of four (4) years of related work experience.
• Broad knowledge of the concepts, practices and procedures of the client service representative field.

Soft Skills Requirements

• Broad knowledge of IQVIA products or the Pharmaceutical industry. 
• Meeting facilitation, presentation and training experience preferred. 
• Proficiency in PC applications, such as Excel, Access, Powerpoint.
• Ability to learn new applications quickly and learn on the fly.
• Ability to communicate effectively with various levels in the organization (written and oral).
• Demonstrated problem solving, analytical and strong customer service skills.
• Demonstrated ability to develop and maintain relationships in a diverse business environment. 
• Excellent English and French communication.
• Dedicated and enjoys working in a team.

Bonus Skills       

• Experience working in the pharma industry
• Experience working/supporting  CRM solutions (Veeva, SFDC, etc)

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.