Client Service Analyst

IQVIA•Durham, NC

1d•$53,000 - $132,600

About The Position

Under broad guidance, the Client Service Analyst helps clients obtain maximum value from products and services to facilitate positive, productive long-term relationships, either across a broad client relationship or focused on a specific offering. The role supports client needs as a day-to-day contact, verifies that deliverables meet client specifications for timeliness and quality, and works with account managers and clients to improve the use and value of IQVIA products and services. The position may involve client training, service meetings at client sites, external client projects, and mentoring or leading other client service representatives.

Requirements

Bachelor's degree.
Four years of related work experience.
One to two years of experience as an IQVIA Client Service Representative.
Broad knowledge of client service representative concepts, practices, and procedures.
Broad knowledge of IQVIA products and the pharmaceutical industry.
Experience facilitating meetings, presenting, and providing training.
Proficiency in PC applications, such as Excel.
Ability to communicate effectively in writing and orally with various organizational levels and to manipulate large transactional databases.
Demonstrated problem-solving, analytical, and strong customer service skills.
Demonstrated ability to develop and maintain relationships in a diverse business environment.
Ability to travel to clients and IQVIA offices as appropriate.

Nice To Haves

Accreditation in multiple business lines of the IMS service certification program is preferred.

Responsibilities

Ensure contract specifications and ad-hoc client requests are fulfilled to build client satisfaction, under supervision.
Assist team members in building, establishing, and maintaining effective client business relationships and proactively supporting client needs as a day-to-day contact, potentially for a specific product or service.
Review and verify that product deliverables meet customer specifications, including timeliness and quality.
Partner with account managers and clients to derive optimum value from IQVIA products and services by explaining and expanding use of current deliverables and identifying revenue opportunities within existing clients.
Maintain effective internal communications with sales and client service support about client activities.
Monitor performance against existing service agreements and ensure client obligations are met.
Research, analyze, and respond to client matters requiring an in-depth understanding of the client, business line, and/or therapeutic market.
May conduct product, service, and process training for clients and other employees.
May conduct service meetings at client sites.
Represent IQVIA on external client projects.
May mentor and lead other client service representatives and represent the manager in their absence.