Service Engagement Consultant

2 weeks ago

Kirkland, Canada IQVIA Full time

Under broad guidance, ensures that customers obtain maximum value from IQVIA’s technology solutions and data. Able to maintain a high level of customer satisfaction to facilitate a positive and productive long-term relationship. Assist team members to entrench clients to proactively support their needs and help drive business on technology and data.

**Main Responsibilities**
- Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction.
- Researches, analyzes, and responds to clients that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
- Manage client report building for ad-hoc, client custom reports.
- Assist with development of Thought Leadership through market analysis and deep dive analytics.
- 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 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 communication, French communication is an asset as well.
- Dedicated and enjoys working in a team.
- Broad knowledge of the concepts, practices, and procedures of the Customer representative field.
- Knowledge of Consumer Health market and associated Sales data

**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._

Sous une orientation générale, garantit que les clients obtiennent une valeur maximale des solutions technologiques et des données d’IQVIA. Capable de maintenir un niveau élevé de satisfaction du client pour faciliter une relation positive et productive à long terme. Aider les membres de l’équipe à enraciner les clients pour soutenir de manière proactive leurs besoins et aider à stimuler les affaires sur la technologie et les données.

**Principales responsabilités**
- Assure le respect des spécifications contractuelles et des demandes ponctuelles des clients pour renforcer la satisfaction des clients.
- Recherche, analyse et répond aux clients qui ont besoin d’une compréhension approfondie du client, du secteur d’activité spécifique et / ou du marché thérapeutique.
- Gérer la création de rapports clients pour les rapports personnalisés ad hoc.
- Aider au développement du leadership éclairé g

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