Associate Client Services Director

Job Overview

Manages client expectations and ensures the delivery of business services, products and solutions to ensure client satisfaction, retention and brand preservation.

Takes responsibility for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answers client queries and collaborates with production to get data in client-desired formats.

May lead projects between business and client teams; develop translatable client action plans with internal teams (i.e. responsibilities, timeframes, and resources); provide in-depth training in databases and products, and assist with pricing products.

Responsibilities

• Responsible for quality and service to client, ensuring client obtains maximum value from products and services.  Educate and support both potential and existing clients on the value and use of IQVIA products and services. 

• Partners with internal stakeholders to derive optimal value from IQVIA services for our clients.

• Works with senior leadership on initiatives across Patient Support Services (PSS) client delivery.

• Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service and demonstrating value to clients on program KPI’s and program operational requirements.

• Performs full assessments of client needs on a regular basis.

• Provides in-depth understanding of PSS client delivery lines of service to help facilitate client related initiatives.

• Partners with various leaders of PSS client delivery to gather and assess client related information.

• May provide input into regional and local client service strategy.

• Works in partnership with Sales to assess client’s business gaps and requirements.

• Creates process to drive efficiency in data collection for client programs (i.e. Business Reviews)

• Identifies and consults on areas of process integration that can be impacted and/or improved.

• Assist clients with creation and implementation of best practices.

• Support roll out, use and adoption of client delivery new tools, templates and initiatives.

Experience and Educational Requirements

• Bachelor’s Degree required.

• Seven years related experience in the service and/or information industries required.

• Two years experience as an IQVIA Client Service Representative preferred.         

• Pharmaceutical industry experience preferred.

• Experience developing and delivering training to clients.

• One to two years of experience using IQVIA data and products required.

• Must have experience preparing data in Excel/Microsoft suite, professional presentation content and presenting such data and content to internal and external stakeholders.

• Knowledge of IQVIA databases and report creation process.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. 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.  https://

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status.

The potential base pay range for this role, when annualized, is $98,300.00 - $167,300.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.