Client Service Manager

at  IQVIA

Manages a team responsible for maintaining the post-sale contact with clients, ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship. Serves as the liaison between the clients, account managers, product managers and onshore and offshore production teams to ensure on time and high-quality deliveries to clients.

QUALIFICATIONS

• Bachelor’s or master’s degree or equivalent
• Minimum of five (5) years of related work experience
• Expert knowledge of the concepts, practices and procedures of client servicing
• Pharmaceutical experience
• Meeting facilitation, presentation and training experience
• Proficiency in PC applications, such as Excel, PowerPoint, Outlook
• Proficiency in Dutch, French and English
• Ability to: communicate effectively with various levels in the organization (written and oral)
• Good business acumen
• Demonstrated problem solving, analytical and expert customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment and to understand complex concepts and processes quickly
  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. Learn more at https://jobs.iqvia.co

• Ensures fulfillment of contract specifications or possibly ad-hoc requests of the clients to build client satisfaction.
• Builds, establishes and maintains effective business relationships with clients to proactively support their needs.
• Partners with clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
• Monitors performance against existing internal service agreements and service agreements from clients.
• Acts as a liaison between clients and internal IQVIA sales, production and product management teams.
• Ensures a proactive, timely communication to internal stakeholders and clients on .
• Co-develops new offerings in collaboration with clients and product managers.
• Researches, analyzes and responds to client inquiries that may be very complex and non-routine.
• Manages product/services and process training for clients and other IQVIA employees.
• Conducts service meetings at client sites.
• Represents IQVIA on external client facing events and meetings.