Client Services Manager

**Job Overview**
Responsible for executing post-sales service & support for all data services and offerings currently contracted by an assigned group of accounts. This role is a key contributor on the Account Management Team executing account level service strategies, ensuring clients obtain maximum value from the products and services that have been invested in.

**Essential Functions**
- Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
- Serves as a project leader between the client and IQVIA - translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
- Creates, maintains and monitors the client service level plan across business lines, ensuring consistency in service & ensuring communication regarding queries and data investigations are complete & clear. Leads monthly or quarterly service reviews ensuring the full scope of client deliverables are reviewed and documenting barriers to client utilization and satisfaction.
- Performs full assessments of client’s use of IQVIA data products & services on a regular basis recommending appropriate course of action to support utilization and entrenchment. Provides in-depth training in IQVIA databases, product and service requirements (e.g. report-input deadlines) as needed.
- Partners with their Account Management Team to price products & services as required. Provides input into local client service strategy & leads execution of account level service strategies that are part of the Account Plan.

**Qualifications**
- Bachelor's Degree required
- Five (5) years of relevant work experience required
- Two (2) years experience as an IQVIA Client Service Representative preferred
- Pharmaceutical industry experience preferred
- Experience developing and delivering training to clients preferred
- One (1) to Two (2) years of experience using IQVIA data and products required
- Change management/process analysis skills
- Strong communication skills, including ability to train, present and deal tactfully with clients
- Project management experience in overseeing or contributing in difficult, multi-discipline projects
- Managerial skills, including a strong focus on team building
- Knowledge of IQVIA databases and report creation process
- Accredited in Company service certification program preferred
- 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._

**Vue d’ensemble de l’emploi**
Responsable de l’exécution du service après-vente et de la prise en charge de tous les services et offres de données actuellement contractés par un groupe de comptes attribué. Ce rôle est un contributeur clé au sein de l’équipe de gestion des comptes qui exécute des stratégies de service au niveau du compte, garantissant que les clients obtiennent une valeur maximale des produits et services dans lequel ils ont été investis.

**Fonctions essentielles**
- S’associe aux clients pour tirer une valeur optimale des services IQVIA, assurant un flux continu des besoins des clients tout au long du processus de services de livraison.
- Agit à titre de chef de projet entre le client et IQVIA - traduit les besoins des clients en plans d’action avec l’équipe de service interne (c.à-d. détermine les responsabilités et les échéanciers et négocie les ressources avec les services internes).
- Crée, maintient et surveille le plan de niveau de service à la clientèle dans tous les secteurs d’activité, en assurant la cohérence du service et en veillant à ce que la communication concernant les requêtes et les enquêtes sur les données soit complète et claire. Diriger des examens mensuels ou trimestriels des services pour s’assurer que l’ensemble des produits livrables des clients sont examinés et documenter les obstacles à l’utilisation et à la satisfaction des clients.
- Effectue régulièrement des évaluations complètes de l’utilisation par le client des produits et services de données IQVIA en recommandant un plan d’action approprié pour soutenir l’utilisation et l’enracinement. Fournit une formation approfondie sur les bases de données IQVIA, les exigences en matière de produits et de services (par exemple, les délais de sais