Client Resolution & Satisfaction Mgr - FlexView

Join us on our exciting journey!

IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, Technology, analytics and human ingenuity to drive healthcare forward.

Overview of the role

The role is a Client Resolution & Satisfaction Manager to support the roll out & ongoing support for IQVIA’s next Generation Business Intelligence Tool known as the ‘FlexView’.

The FlexView Vision:

• Provide a single touch point for all clients to access IQVIA syndicated data assets based on their data subscriptions with innovative end to end reporting capabilities
• Protect, maintain & grow the IQVIA Information business by enhancing current and bringing new innovative assets to the marketplace
• Replace legacy IQVIA business intelligence tools with an innovative end to end reporting solution

The Customer Resolution & Satisfaction Manager will work with internal & external customers to ensure that any identified issues are resolved through a governed process & opportunities to better serve our clients are executed & delivered against

The focus of this role will be to evangelize our customers on the FlexView to ensure issue resolution & ensure customer satisfaction with Level 1 and Level 2 support. In addition, support Product Documentation & Stakeholder Management Reporting

They will interact with colleagues & customers at a Global, Regional & Local Country level and gain exposure to a truly multi-cultural and collaborative work environment.

Principal accountabilities

• Understand all aspect of the FlexView technology that is being used to deliver IQVIAs Syndicated Information Assets to clients
• Understand how customers are using our solutions to provide technical & functional expertise to increase adoption, encourage customer engagement & increase customer satisfaction
• Support the development of documentation (training material, user manuals) related to the FlexView
• Implement, maintain & evolve structured feedback mechanisms to measure success & obtain satisfaction levels
• Act as an escalation point; document problem description(s) with detail and to communicate to PMO & Demand Management Lead or other teams
• Work directly with both client users, IQVIA stakeholders Client Services and PMO to ensure problem resolution & drive closure to problems
• Provide structured feedback to Product Teams on serviceability, ease of deployment, and customer experience
• Develop and maintain Customer Satisfaction reports, KPIs

Our ideal candidate will have

• Bachelor's Degree
• Minimum of five years’ experience in a software and/or product development environment. 3 of which has been in a project management function
• Preferred experience in delivering Data Management, Data Transformation, Data Visualization, Business Intelligence/ Analytics solutions to external clients, within the Life Sciences Industry
• Proven ability/skill set in the following:
  • Fostering Collaboration
  • Problem Anticipation and Mitigation
  • Project Plan Management
  • Manage deliverable obligations
  • Business Acumen

• Flexible during times of change
• Willing to conduct research into project-related issues, technologies and products
• Excellent oral and written communication skills
• Effective interpersonal and organizational skills
• Experience working in sizable/ multi-disciplined, multinational teams in a matrix-type organization
• Very strong Excel, Word, PowerPoint, skills.  Experience with Atlassian JIRA and Confluence desirable.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

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 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.