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Manager, Client Services

Manages client expectations and ensures the delivery of business services, products and solutions to ensure client satisfaction, retention and brand preservation. Takes responsibility for the quality of service delivered to clients, ensuring clients obtain maximum value from products and services. Answers client queries and collaborates with production to get data in client-desired formats.

The Manager, Client Services serves as the main point of contact for the sponsor, manage the client relationship, oversee payment management projects and ensure sponsor satisfaction is achieved. Manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies. Responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with Assoc Dir, Client Services. Manages a team of Client Services Leads, function as a subject matter expert and point of escalation.  

Essential Functions:

• Act as escalation point for assigned clients and studies.
• Act as a process specialist for the Client Services Leads.                                                                                                                                                                                                                              
• Prepare materials and KPI’s, facilitate and lead sponsor Governance Meetings.   
• Act as escalation point for assigned clients and studies.
• Act as a process specialist for the Client Services Leads.                                                                                                                                                                                                                              
• Prepare materials and KPI’s, facilitate and lead sponsor Governance Meetings.                                                                                                    
• Individually or through assigned team (if applicable):

• Act as the primary (escalation) point of contact for assigned sponsor(s) and Assocd studies
• Responsible for managing the project timeline and identify/pursue change orders and coordinating with the contracts management team
• Identify and execute process improvement initiatives when appropriate
• Prepare, arrange and execute regular client meetings and ensures all necessary materials are prepared with accuracy and completeness
• Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA’ service levels are achieved
• Coordinate with Site Solutions and Data Operations Mgrs to ensure proper resource assignment and service delivery quality                                                                                                               
• Ensure Client Services Lead(s) workload is distributed evenly.
• Manage career development planning and performance for direct reports.
• Responsible for performance reviews of direct reports in compliance with HR established performance SOPs.
• Ensure that IQVIA financial interests are appropriately protected through diligent scope of work  management efforts
• Ensure support to the clinical trial sites is provided at IQVIA’ levels of excellence through timely resolution of issues that are raised via email and/or phone contact
• Responsible for ensuring that payments do not exceed SOW timelines
• Responsible for ensuring change orders are executed  and communicated to impacted personnel
• Responsible for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor
• Coordinate with the Site Solution and Data Operations team members to prepare sponsor funding;
• Ensure that all IQVIA processes and standards are followed, and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk
• Ensure work is SSAE 18 compliant
• Responsible for monitoring, assist in resolving and escalating operational and performance metric issues

Qualifications

Bachelor's Degree Required

Five (5) years of relevant work experience Req

Pharmaceutical industry and/or Clinical Trials experience or general knowledge preferred

Prior Line management or supervisory experience preferred

Working knowledge of operations management business applications such as contract and financial management tools

Experience with financial business applications preferred

Skills/Ability

• Proficient in PC applications
• Business acumen
• 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
• Must be customer focused and have excellent written and oral communication skills
• High energy, self-starter with the ability to work in a team environment, as well as independently
• Able to think independently, and to analyze and solve problems creatively
• Strong time management, planning, and organizational skills Strong time management and planning skills
• Detail oriented, analytical and able to meet competing aggressive deadlines
• Comfortable working in a global company environment and remotely

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com