Client Service Manager, OTC

CUSTOMER SERVICE MANAGER (CSM)

Role Definition: The CSM’s primary responsibility is the post-sale on-going client support, ensuring a high level of client satisfaction while generating added value.  This includes managing the implementation of services, coordinating the resolution of service and delivery issues and acting as the voice of the customer with our internal stakeholders.  The Service Manager is also an integral part of the Sales Team, participating in weekly Account Pipeline meetings in order to identify new opportunities and to share insights gained from interactions with clients. These insights include: client processes including use of data, internal processes, reporting strength & weaknesses, key metrics, level of entrenchment, etc.

Role Responsibilities and tasks:

• The co-ordination of client deliverables for subscribed services.
• Overseeing the implementation of new services and/or changes to existing services, is involved in the requirements gathering process, ensuring the client information delivered meets their needs
• Coordination with internal stakeholders to implement plans regarding the resolution of client issues (Internal communication)
• Post-sales touchpoint to ensure client is satisfied with delivery
• The CSM proactively coordinates the resolution of customer quality, service and delivery issues and requests in a way that produces high levels of customer satisfaction (External communication)
• As a key member of the account team, develop and execute service strategies, ensuring IQVIA services are delivered in the optimal way for each client and that the clients are utilizing the information to derive maximum value
• Support the achievement of revenue targets by ensuring client satisfaction with existing services
• Maintain a positive relationship with all stakeholders involved by delivering the best service possible to the client and executing our overall account strategy
• Identify new business opportunities
• Conduct regular service meetings with willing clients, and persuade those clients who do not see the need
• Prepare agenda to send to client in advance of meeting, as well as relevant supporting documents
• Oversee external communication to the client as it relates on all ongoing deliverables.
• The Preparation and sending of impact reports
• Communicate data issues, missing supplier data, data onboarding, enhancements to offerings, etc.
• Ensure that client needs for communication is clear within the organization, that factors impacting client deliverables are understood and clear, and that
• feedback from the client on resolution is communicated and clearly understood to internal stakeholders. 
• Coordinate set up and delivery of new or modified report to client
• Coordinate cancellation of deliveries not renewed following existing cancellation process
• Submit POD to finance to recognize first delivery of new revenue, new change, or in the event of an audit
• Coordination of new delivery with applicable teams (gather specs, file format, etc)
• Provide Opp ID
• Schedule kick off meeting if required
• First time delivery check
• Coordination and scheduling of client training

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.