Sr. Client Service Analyst

IQVIA•Parsippany, NJ

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. 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
To be eligible for this position, you must reside in the same country/sales region where the job is located.
All information and credentials submitted in your application must be truthful and complete.
Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law.

Nice To Haves

Proficiency in PC applications, such as Excel

Responsibilities

Serves as the primary support liaison between the client and IQVIA
Maintains post-sale contact with clients, ensuring they obtain maximum value from products and services
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
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