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Customer Solutions Director

IQVIA Holdings Inc.

Various Locations

IQVIA Translations- Create the world’s best life sciences translation company.

IQVIA invites you to join our new, specialised Life Science translation team, IQVIA Translation Services (ITS). This is a unique opportunity to be a part of our ground-breaking start-up business, influencing processes and strategy from the outset and seeing the results of your input. You will be a part of a global team with exciting long-term career opportunities. So, if you have an entrepreneurial spirit and a passion for Languages, this could be the role for you.

The Role

As Customer Solutions Director (or Associate Director, dependent on experience), you will be a key member of the Translations Innovation Team. You will be responsible for the overall customer engagement strategy ensuring optimal solutions to our client’s language challenges. You will identify and manage innovative approaches to business challenges and work with teams across the organization to deliver customer centric solutions and services that generate value. You will lead new thinking and nurture new ideas from concept, through pilot and into production. Working with fellow IQVIA colleagues you will both support the broader IQVIA offering and represent ITS independently.

You will be a key leader involved in all aspects of customer success, including client account management, support, education, feature prioritization insights, roadmap input, and implementation oversight. As the primary contact person for escalations around onboarding, training, and product support, you will ensure that our clients’ needs are processed and resolved with the utmost efficiency and professionalism.

The primary goals are to identify & implement innovative solutions, driving efficiencies in the delivery of our business, in order that our clients view ITS as an industry-leading language solution provider and ensuring a high level of customer satisfaction.

Your responsibilities will include:

  • Develop and deliver a strong strategy which builds upon the foundations of existing ITS delivery and identify new opportunities to drive lean & efficient solutions to help decrease delivery timelines, drive quality up & reduce the cost of delivery wherever possible, in order to further the professional and commercial ambitions of ITS
  • Designs proposals, proof of concepts and services to meet customer needs while working with stakeholders throughout IQVIA
  • Liaise with existing commercial teams to align execution of commercial strategy consistent with operating procedures
  • Manage, monitor, and report on high priority activities to senior leadership and supporting stakeholders
  • Build and develop strong, long-term relationships with key stakeholders inside and outside IQVIA
  • Promote ITS within IQVIA, positively influencing employees across the enterprise
  • In consultation with ITS operations and technology teams design exceptional solutions that position ITS as faster, more accurate, better value and more secure than our competitors
  • Leading onboarding activities for new clients and providing exceptional consultative support to ensure customer satisfaction and loyalty

Qualifications

Our ideal candidate will meet the following criteria:

  • Ten (10) years of experience supporting the development of customer-centric solutions and services with SaaS-based technology
  • Experience within the localization industry and strong knowledge of translation management systems (TMS) solutions, including workflow management, translation memory management, and machine translation
  • Demonstration of previous innovation & implementation successes
  • Ability to serve as the voice of the customer in the strategic planning process and influence roadmaps to optimize client satisfaction
  • High emotional intelligence and negotiation skills
  • Effective collaboration style for working with variety of technical, operations, executive and customer teams
  • Ability to meet strict deadlines; manage competing priorities and changing demands.
  • Exceptional analytical and creative thinking skills
  • Excellent verbal and written communication skills, including outstanding presentation skills
  • Fluency in English is essential, an additional language would be a strong asset
  • A high level of business awareness

Additional preferred qualifications

  • Technical background
  • Prior experience in a medium to large consulting organization
  • Knowledge of clinical domain and relevant compliance requirements
  • Working knowledge of organizational change management best practices
  • Prior experience in product management or business analysis

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.

Job posted: 1970-01-01

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