Senior Customer Opeations Director - Clinical Solutions

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.

Senior Customer Operations Director – Clinical Solutions

US / Europe Based

The primary focus of this position is to lead the governance of assets, resources, technology, and processes required to support the designated customer portfolio of Assets (defined as compounds in development) for a key customer. In this capacity the individual will additionally seek to provide oversight of all projects as well as lead the operational governance committee.

Responsibilities

• Lead strategic planning, direction, and support to business/strategic development initiatives for designated customer.
• Lead member of the strategic Account Management team; responsible for leading key SAM initiatives.
• Lead member of the Strategic Account Management (SAM) team; responsible for leading key SAM initiatives.
• Directs the designated customer account globally to provide leadership oversight to customer and IQVIA assigned project teams and lead the development of and adherence by all project teams to an operation manual specific to the designated customer account for all product development projects.
• Accountable for the development and management against key customer rules of engagement and/or operational norms.
• Direct the delivery against key metrics, milestones, and contractual obligations for a portfolio of projects to encompass expectation setting and management against quality, time, and financial objectives (e.g. project & portfolio margin targets).
• Serve as the primary operational management contact globally to the designated customer account; responsible for driving and ensuring appropriate communication channels are maintained and key customer expectations transcend the organization and are adhered to across the portfolio of projects.
• Lead the review of a customer pipeline, opportunities pending, and future customer needs in support of the quarterly development of resource forecasts for delivery to the cost centers providing resources to the designated customer account (e.g. project management, laboratory services, Phase I, data management, clinical operations, biostatistics, etc).
• Act as the key relationship manager for designated customer; serve as the primary management holder for a designated customer escalation plan, recommend courses of action regarding client management issues; implement requisite action plans.
• Serve as a member of the designated customer Operations and Governance Committee(s).
• Team member responsible for participation in the development and support of customer sales initiatives; activities to include, proposal and budget development, commercial feasibility of potential programs and impact on company operations and goals.
• Lead, oversee and manage the enterprise to ensure global customer best practices are adhered to by individuals assigned to projects for the designated customer account.
• Lead, oversee and manage the enterprise to ensure the IQVIA transformational and business practices are adhered to by individuals assigned to projects for the designated customer account.

Requirements

• Degree in Life Science, Business Management, or related field
• 15 years in the pharmaceutical, CRO, or related industry, experience to include clinical operations, CRA, Commercial and /or alternative operational functional (e.g. business development, data management, project management, laboratory, pre-clinical)
• Demonstrated knowledge of contractual obligations and processes and customer accounts.
• Excellent motivation, team building and leadership skills.
• Excellent presentation and negotiation skills.
• Excellent communication skills.
• Good problem-solving skills.
• Demonstrated ability to deliver results to the appropriate quality and timeline metrics.
• Strong influencing and negotiation skills.
• Excellent customer service skills.
• Sound judgment and decision-making skills.
• Strong software and computer skills, including MS Office applications.
• Ability to establish and maintain effective working relationships with co-workers, managers, and clients.
• Experience in any of the following: Infectious Disease and Vaccines, Virtual trials or Hybrid studies, Functional service provider models, and Real-World Evidence studies

Why Join?

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

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 ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

Moving healthcare forward. Together.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

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.