UK CLIENT SERVICE MANAGER

Role overview

An exciting new role has become available within the UK Client Service team. We are looking for a talented, hardworking, dedicated individual who is a strong communicator to work in the role Client Service Manager. 

The role of the Client Service Manager is to sustain, deliver and grow the core IQVIA Information business with clients aligned to them. This includes full service responsibility for a selection of clients; relationship building, driving client satisfaction and implementing a consistent service agenda. It also includes driving proactive service excellence to improve overall customer experience and owning the client renewal process, seeking to maintain and grow the client’s data business with IQVIA.

The Client Service Manager will become a trusted advisor to clients through building relationships with key stakeholders through face to face interaction, fully understanding customers businesses and being able to recommend the most appropriate solutions from IQVIA’s Information assets.

Client Base

Six large/medium UK based healthcare companies.

Principle Accountabilities:

• Building strong relationships with key stakeholders in client base through regular interactions.
• Delivery of client service excellence in line with Service Level Policies and contractual obligations for Tier 1 clients
• Overall responsibility for annual Information renewal, quotation and proposal generation processes for Tier 1 clients
• Identify areas to grow the Information business through provision of Premium Support Services (PSS) to add value and demonstrate IQVIA’s position as a services company
• Identification of any potential threats to the existing IQVIA Information business, including any client dissatisfaction, competitive activity, low usage or perceived value of existing services and either recommend or, where possible, take corrective action to rectify the situation (or escalating internally where appropriate)
• Through close collaboration with Team Leader and Business Development team, ensure there is a connected approach to managing each client and leads are shared in a timely manner
• Responsible Accountable for all Service Core Management Processes, in line with the Client Service Operating model 
• Be a trusted partner with clients by having a thorough understanding of the client and their market place, including current news and developments

Leading the Service Framework for clients by actively participating in resolving and proactively addressing client service issues, thus ensuring full customer satisfaction including but not limited to:

• Accountability for all service related actions, client queries and delivery of contracted services, including post-delivery reviews
• Providing Client Delivery team adequate information for query investigation and clear details for the processing of report changes Performing initial analytics to validate data queries from clients
• Supporting with all processes where required
• Collaboration with cross functional teams to proactively identify, resolve and communicate client issues and queries, including timely processing by the team of TPA and Data Disclosure requests
• Management of structured service review meetings for Tier 1 clients through setting clear agendas, writing up actions and delivering against actions in a timely manner
• Responsibility to ensure adherence to ALL service boundaries and processes
• Ensuring compliance to use of templates by the client, driving adherence to the Client Service team operating model
• Ensuring compliance of storing and keeping up to date client materials in central repository
• Deliver presentations and training on IQVIA information services, products and delivery platforms, as required
• Continually develop and update own knowledge and understanding of pharmaceutical industry, IQVIA organisation and offerings and that of assigned client base.

Essential Experience, Skills and Education Required:

• Relevant account management/service experience
• Proven track record in working in a service partnership with clients
• Demonstrable skills in client service problem solving
• Broad knowledge of key pharmaceutical industry issues
• Ability to create and execute strategic customer plans
• Excellent written and verbal communication skills with proven ability to interpret and present complex concepts
• Competent in the use of Microsoft Office, to deliver professional client communications including Word, PowerPoint and Excel.
• Highly numerate with strong analytical skills and attention to detail
• Proactive and accountable with the aim to always drive positive client satisfaction
• Self-motivated, driven to succeed
• Strong project management and process skills
• Building strong and lasting relationships with customers
• Ability to organise and prioritise own workload

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.