Client Service Analyst (FIA/LAAD)

IQVIA • Parsippany, PA

2d

About The Position

Under broad guidance, the Client Service Analyst ensures clients obtain maximum value from products and services to facilitate positive and productive long-term relationships, either across a broad client relationship or focused on a particular offering. The role supports client satisfaction by fulfilling contract specifications and ad-hoc requests, maintaining client relationships, and verifying that deliverables meet customer specifications for timeliness and quality.

The analyst works with account managers, clients, sales, and client service support to optimize the value of IQVIA products and services, identify revenue opportunities within existing clients, and monitor service agreements. The role may also involve client and employee training, meetings at client sites, external client projects, and mentoring other client service representatives. Travel to clients and IQVIA offices may be required as appropriate.

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 the concepts, practices, and procedures of the client service representative field.
• Broad knowledge of IQVIA products and the pharmaceutical industry.
• Meeting facilitation, presentation, and training experience.
• Proficiency in PC applications such as Excel.
• Ability to communicate effectively, orally and in writing, 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 fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assist team members in establishing and maintaining effective business relationships with clients and proactively support client needs as a day-to-day contact, potentially focused on a specific product or service.
• Review and verify that product deliverables meet customer specifications, including timeliness and quality.
• Partner with the account manager and clients to optimize 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, 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.

Benefits

• The role may offer incentive plans, bonuses, and/or other forms of compensation, depending on the position offered.
• A range of health and welfare and/or other benefits may be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level