Associate Director, MedTech Customer Success
About The Position
The Associate Director, MedTech Customer Success is a critical client-facing role responsible for overseeing the delivery, governance, and ongoing optimization of IQVIA™ information assets across key MedTech accounts. This individual partners closely with Key Account Managers (KAMs), Mid and Emerging Account Managers (MM), Solution Specialists, and internal Centers of Excellence to ensure consistent, high-quality delivery that meets contractual commitments and supports long-term customer success. The role serves as the primary point of accountability for delivery execution, issue resolution, and client satisfaction—driving retention, renewals, and incremental growth through expanded utilization of IQVIA solutions.
Requirements
- Must reside in the same country where the job is located.
- Bachelor’s degree required.
- 5-8+ years of experience in account management, delivery management, project management, or related client-facing roles.
- Experience working with MedTech customers is strongly preferred.
- Familiarity with IQVIA™ offerings, commercial data assets, and healthcare analytics environments strongly preferred.
- Demonstrated ability to manage complex accounts and operate effectively in a matrixed organization.
- Client and Account Management
- Delivery Governance and Issue Management
- Analytical and Problem-Solving Skills
- Strong Communication and Stakeholder Management
- Negotiation and Relationship Building
- Ability to coordinate across Sales, Delivery, and technical teams
Responsibilities
- Own end-to-end delivery oversight for complex, high-value MedTech accounts across multiple stakeholders.
- Represent the full portfolio of IQVIA™ information assets delivered to the client, including national and sub-national patient claims, channel, and specialty offerings.
- Establish and manage delivery governance, including service levels, KPIs, issue escalation, and change management.
- Ensure all contractual deliveries are met with high standards of quality, accuracy, and timeliness.
- Lead quarterly business and information reviews with senior client stakeholders.
- Serve as the primary owner of customer satisfaction, ensuring delivery excellence and proactive issue management.
- Resolve first-line service issues and coordinate second-line support with internal teams as needed.
- Partner with IQVIA Centers of Excellence to assess and manage the impact of data events, product enhancements, and governance changes.
- Collaborate with Sales, Consulting, Delivery, and Solution Specialists to support customer initiatives and revenue goals.
- Participate in information proposals, work orders, and contract renewals.
- Identify opportunities to expand client utilization of existing information services and support new use cases that drive incremental revenue.
Benefits
- Health and welfare benefits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
