Technology Services Consultant

5 days ago

Kirkland, Canada IQVIA Full time

**Under broad guidance, ensures clients obtain maximum value from IQVIA technology solutions and services. The client satisfaction in order to facilitate a positive and productive long-term **relationship.**:
**Main Responsibilities**:

- Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction.
- Ensures, thorough review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality. This includes participating in internal user acceptance prior to releasing changes to clients.
- Partners with the technology solution delivery team 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 commercial, technology service delivery and project management to keep all apprised on activities with the client.
- Monitors performance against existing service agreements and ensures client’s obligations are met.
- Adhere to TSC (Technology Services Consultant) processes and escalation procedures for local and global teams.
- Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
- May facilitate in 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.
- Document and maintain client profile on solutions, customizations and key decisions.
- Document and submit small change requests to delivery team and follow through on its execution with the team.

**Education / Experience Requirements**:

- Bachelor’s degree or equivalent
- Minimum of four (4) years of related work experience.
- Broad knowledge of the concepts, practices and procedures of the client service representative field.

**Soft Skills Requirements**:

- Broad knowledge of IQVIA products or the Pharmaceutical industry.
- Meeting facilitation, presentation and training experience preferred.
- Ability to communicate effectively with various levels in the organization (written and oral).
- Demonstrated problem solving, analytical and strong customer service skills.
- Demonstrated ability to develop and maintain relationships in a diverse business environment.
- ** Excellent English and French communication.**:

- Dedicated and enjoys working in a team.

**Bonus **Skills**:

- Experience working in the pharma industry
- Experience working/supporting CRM solutions (Veeva, SFDC, etc)
- IQVIA is proud to be an equal opportunity employer and we are committed to creating a diverse and inclusive environment. We do not discriminate on the basis of any applicable prohibited ground of discrimination, including but not limited to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or _disability. Accommodations_ for applicants with disabilities are available at all stages of the recruitment process upon request. If you have a physical impairment or a disability that requires an accommodation, we encourage you to disclose this during the recruiting process so that IQVIA can appropriately accommodate you._

Relevant d’une directrice générale, le conseiller s'assure que les clients retirent une valeur maximale des solutions et services technologiques d'IQVIA et veille à la satisfaction du client afin d’assurer une relation positive et productive à long terme.

**Responsabilités principales**:

- Veillez au respect des spécifications contractuelles et des demandes ad hoc des clients afin d'assurer leur satisfaction.
- S'assurer, par des contrôles de qualité et des vérifications approfondies, que le produit livrable répond aux spécifications du client, notamment en termes de ponctualité et d’exactitude. Cela comprend la participation du conseiller lors de la démonstration des produits livrables aux utilisateurs des clients pour valider leur approbation avant l’activation des fonctionnalités selon les demandes initiales des clients.
- Collaborer avec l'équipe chargée de l’allocation des solutions technologiques et les clients pour tirer une valeur optimale des produits et services d'IQVIA en expliquant et en élargissant l'utilisation des produits livrables actuels d'IQVIA et en identifiant les opportunités de revenus des clients existants.
- Maintenir des communications internes efficaces avec les équipes commerciales, de livraison de services technologiques et de gestion de projet afin de les tenir au courant des diverses activités et interactions avec les clients.
- Suivre le cahier des charges et s’assurer de son respect en vertu des accords de services existants et voir au respect des obligations du client.
- Adhérer aux pr

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