Senior Manager, Client Services

Job Overview
Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions
• Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.
• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
• Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
• Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.
• Performs full assessments of client needs on a regular basis.
• Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.
• Partners with account management to price products.
• May provide input into regional and local client service strategy.

Qualifications
• Bachelor's Degree required
• Seven (7) years related experience in the service and/or information industries required
• Two (2) years experience as an IQVIA Client Service Representative preferred
• Management experience required
• Pharmaceutical experience preferred
• Pharmaceutical industry experience preferred
• Experience developing and delivering training to clients preferred
• One (1) to two (2) years of experience using IQVIA data and products required
• Proficient in PC applications
• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data).
• Change management/process analysis skills.
• Strong communication skills, including ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing in complex, multi-discipline projects.
• Managerial skills, including a strong focus on team building.
• Knowledge of IQVIA databases and report creation process.
•  Accredited in Company service certification program

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.