Customer Success Manager (R1103782) in Plymouth Meeting, PA at IQVIA™

Date Posted: 1/20/2020

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Role Summary:
The Customer Success team is a dedicated function within IQVIA’s Clinical Technology Design and Planning business unit.  Customer Success is responsible for developing customer relationships that promote retention and loyalty across Design and Planning product subscriptions and services. The CSM job is to work closely with customers to ensure they are satisfied with the products and services they receive and to facilitate and escalate where resolution to dissatisfaction is required. Customer Success Managers guide new clients in onboarding, adoption and facilitate best practice discussions. They are responsible for ensuring any risk in account health is identified and addressed.  Customer Success is directly accountable for client renewals and expansion of subscriptions and services.


The CSM will work directly with Design and Planning clients to help them achieve documented success metrics and objectives associated with products and services delivered. The CSM leads the client relationship, ensures the customer has access to the necessary resources to be successful in product and service adoption, and helps guide them along their journey. The CSM will be responsible for coordinating client engagements through collaboration with cross-functional Design and Planning teams including sales, consultative solutions, product delivery and engineering and support.


Responsibilities:
o Serve as the primary post-sales point-of-contact for assigned group of Clinical Technologies customers
o Partner with customers to understand business goals, timelines, priorities, and metrics of success
o Serve as the primary point of escalation for critical customer issues
o Partner with Sales and Consultative Services to ensure customers have full awareness of the Customer Success program and the competitive differentiators
o Complete successful execution of Clinical Technologies account onboarding and roll out for new customers
o Develop a targeted training and adoption plan, based on customer-specific business objectives to increase user engagement, retention and satisfaction
o Proactively identify expansion opportunities, as well as customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
o Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity
o In conjunction with Sales, develop and conduct Business Reviews (as needed) to assess progress against goals and opportunities for improvement
o Partner with product and support teams to identify ways to improve overall customer satisfaction
o Act as a liaison between internal teams to ensure high-priority customer needs are being met - coordinate with sales, marketing, product, support, and engineering teams to escalate high-impact customer needs;
o In conjunction with Sales effectively manage customer relationships - and own responsibility for retention (renewals).
o Ensure Contract is fulfilled for Cost Benchmarking clients and consistent Budget data provided back to IQVIA

Requirements:
o BS required.
o Minimum of 3-5 years of experience in Account Management / B2B Customer Experience with focus in Life Sciences preferred
o Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction;
o Accountability – holding self (and others) accountable to meet commitments;
o Ability to analyze customer usage data and develop recommendations based on data insights;
o Ability to prioritize customer needs and surface the issues internally that will have the most impact on customer satisfaction and retention;
o Proactive, positive, self-starter with a passion for continually improving the processes around you;
o Desire to work in a team-based, collaborative environment;
o Excellent presentation and meeting facilitation skills;
o Comfortable presenting to customers in-person and via web conference/phone;
o Outstanding organizational skills, ability to manage multiple projects;
o Passionate about building customer relationships;
o Must have a good understanding of the pharmaceutical market. 

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.



Job ID: R1103782