Client Service Representative

2 weeks ago

Kanata, Canada IQVIA Full time

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.
- Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
- Partners with the Sales Solution Specialists and Client Service Support 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. Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
- Develop, implement and provide activity management statistics.
- Identify ongoing business process improvements.
- May conduct product/services and process training for other employees.
- May mentor and lead other client service reps and represent the manager in their absence.

**Qualifications**:

- Bachelor’s degree or equivalent and a minimum of four (4) years of related work experience with one (1) to two (2) years’ experience as an IQVIA Client Service Representative required.
- Broad knowledge of the concepts, practices and procedures of the client service representative field. Broad knowledge of IQVIA products and the Pharmaceutical industry.
- Meeting facilitation, presentation and training experience preferred.
- Knowledge of VBA, SAS & SQL.
- Ability to adapt quickly to new processes and technologies.
- Understanding of process flow-charting.
- Quantitative, analytical, and problem-solving abilities.
- Good time management skills.
- Highly motivated and directed, with keen attention to detail.
- Able to prioritize and execute tasks in a high-pressure environment.
- Healthcare industry knowledge.
- Ability to communicate effectively with various levels in the organization (written and oral) and 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.
- 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._

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