Sr. Client Service Analyst

IQVIA • Parsippany, PA

4d

About The Position

Serves as the primary support liaison between the client and IQVIA for part of a large or mid-sized market or an assigned group. As an expert, maintains post-sale contact with clients, ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship. Essential Functions Ensures fulfillment of contract specifications or possibly ad-hoc requests of the customers to build client satisfaction. Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact. Partners with 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. Monitors performance against existing service agreements and ensures client’s obligations are met. Researches, analyzes and responds to client inquiries that may be very complex and non-routine. Conducts product/services and process training for clients and other employees. Conducts service meetings at client sites. May partner with the account manager to identify client business issues and provide solutions. May represent IQVIA on external client projects.

Requirements

• Bachelor's Degree
• Five (5) years of related work experience
• Expert knowledge of the concepts, practices and procedures of the client service representative field
• Expert knowledge of IQVIA products
• Pharmaceutical experience
• Meeting facilitation, presentation and training experience
• Ability to: communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
• Good business acumen
• Demonstrated problem solving, analytical and expert customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment and to understand complex concepts and processes quickly
• Rapidly learns and applies internal and proprietary tool
• Performs analytical reviews of client observations, supplier data, and deliverable
• Translates complex technical processes into clear client communication
• Owns issue resolution and escalation with sound judgment
• Produces clear documentation of requirements and specification
• Tracks execution and validates implementation against defined specifications
• To be eligible for this position, you must reside in the same country/sales region where the job is located.

Nice To Haves

• Proficiency in PC applications, such as Excel

Responsibilities

• Ensures fulfillment of contract specifications or possibly ad-hoc requests of the customers to build client satisfaction.
• Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact.
• Partners with 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.
• Monitors performance against existing service agreements and ensures client’s obligations are met.
• Researches, analyzes and responds to client inquiries that may be very complex and non-routine.
• Conducts product/services and process training for clients and other employees.
• Conducts service meetings at client sites.
• May partner with the account manager to identify client business issues and provide solutions.
• May represent IQVIA on external client projects.

What This Job Offers

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