Client Services Team Lead

IQVIA•Richmond, VA

2d•$53,000 - $132,600•Remote

About The Position

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused. Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision. Assists team members to build, establish, and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service. Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality. Partners with the account manager and 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. Maintains effective internal communications with sales and client service support to keep all apprised-on activities with the client. Monitors performance against existing service agreements and ensures client’s obligations are met. Research, analyze, and respond to inquiries that require an in-depth understanding of the client, specific business line, and/or therapeutic market. May conduct product/services and process training for clients and other employees. May conduct service meetings at client sites. Represents IQVIA on external client projects. May mentor and lead other client service reps and represent the manager in their absence.

Requirements

Bachelor's degree preferred.
4+ years of related work experience required.
Broad knowledge of the concepts, practices, and procedures of the client service representative field required.
Broad knowledge of IQVIA products and the pharmaceutical industry required.
Meeting facilitation, presentation, and training experience required.
Proficiency in PC applications, such as Excel.
Ability to communicate effectively with various levels in the organization (written and oral).
Ability 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

1-2 years' experience as an IQVIA Client Service Representative preferred.
Accreditation preferred in multiple business lines of IMS service certification program.

Responsibilities

Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
Assists team members to build, establish, and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
Partners with the account manager and 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.
Maintains effective internal communications with sales and client service support to keep all apprised-on activities with the client.
Monitors performance against existing service agreements and ensures client’s obligations are met.
Research, analyze, and respond to inquiries that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
May conduct product/services and process training for clients and other employees.
May conduct service meetings at client sites.
Represents IQVIA on external client projects.
May mentor and lead other client service reps and represent the manager in their absence.