About The Position
This role serves as a key client-facing position supporting study maintenance activities within IQVIA’s Interactive Response Technology (IRT) environment. The incumbent is responsible for managing client communications, coordinating data changes, supporting helpdesk escalations, and ensuring high-quality delivery of study services. The role requires strong project management fundamentals, customer service excellence, and the ability to manage multiple priorities in a fast-paced clinical technology environment.
Requirements
- Strong client focus with a commitment to delivering high-quality service
- Excellent communication skills (written and verbal) with the ability to engage with external clients
- Proven ability to manage multiple tasks, prioritize effectively, and meet deadlines
- Strong analytical and problem-solving skills with attention to detail
- Ability to work independently while contributing effectively within a team environment
- Solid organizational and multitasking capabilities
- Technical aptitude with ability to learn IRT systems and related tools
- Proficiency in Microsoft Office applications
- Bachelor’s degree or equivalent combination of education and experience
- 1–3 years of IRT project management or related clinical research technology experience preferred
- Experience in a client-facing or customer delivery environment is highly desirable
Responsibilities
- Serve as the primary point of contact for clients during study maintenance phases
- Organize and participate in regular client meetings, ensuring clear communication and alignment
- Respond to client inquiries and requests in a timely and professional manner
- Manage study budgets and support Change Orders (COs) as required
- Provide regular updates on study progress, including risks, timelines, and supply strategy
- Proactively review and optimize supply strategies to identify risks and improvement opportunities
- Analyze study-related data periodically to identify trends, issues, or potential risks
- Author and document data change requests based on client requirements
- Pre-approve data change requests initiated by Helpdesk teams
- Coordinate implementation, validation, and review of data changes to ensure quality and accuracy
- Ensure all changes are tracked, documented, and aligned with study requirements
- Review escalated Helpdesk tickets and assess appropriate actions
- Resolve client issues promptly, ensuring minimal disruption to study operations
- Initiate updates to Helpdesk study guides to improve support efficiency
- Draft and maintain study-specific user guides and documentation
- Investigate system or study issues and manage through to resolution
- Monitor study alerts and proactively escalate risks where appropriate
- Support onboarding and training of new team members as needed
- Participate in Investigator Meetings and client audits as a study representative
- Assist in managing System Change Requests (SCRs) for bug fixes outside PMG scope
- Collaborate with system design teams on documentation and process improvements
- Perform other duties as required to support business needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
