Client Service Manager

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

About the role:
Service Management competencies applied to manage from Oeiras – Portugal, SFE and CRM platforms for the Pharmaceutical Industry on EMEA, NCSA and APAC regions. Accountable for the coordination of different internal partners with connections to the distinct client projects.

Principal responsibilities:
•    The preferred point of contact for customers regarding business definition and requirements gathering on subscribed services and products 
•    Accountable for the Change Request Management on cycle deliveries, managing with partner teams from the technical execution to the final delivery to the customer, being responsible for the communication (internal and external) and coordination of Customer Configuration Releases (Configuration cycles)
•    Responsible for the transparency program (communicate on what has been done whatever the status)
•    Build and maintain strong relationships with Clients and Partners.
•    Accountable for the coordination of Product Releases deliveries
•    Promote an effective Central Governance approach with all partners involved on Service Delivery. Participation in Service and Operations Reviews as required.
•    Monitor services activities and reporting delivery according with SLA

Required Education, Skills and Qualifications:
•    Strong aptitude to learn IQVIA Global Client Service Partner services operational knowledge
•    Ability to develop knowledge of IQVIA products and services
•    Proven Client/Customer Service expertise
•    Proactivity and ability to work within large teams acting with different partners
•    Ability to plan and prioritize their day to day workload to meet client deadlines with quality
•    Good English written, and oral communication skills are essential to this role
•    Ability to review and resolve daily queries
•    Demonstrates an excellent understanding of risk associated with the role
•    Proven Information Technology knowledge in areas like Collaboration, CRM, Analytics - Reporting and Relational Databases

Preferred Qualifications:
•    Relevant high school level degree
•    ITIL Framework
•    Knowledge and Experience in Salesforce platforms 
•    Experience in Customer Service: 1 - 2 years

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.