Assoc Dir, Customer Team (R1096995) in Durham, NC at IQVIA™

Date Posted: 9/23/2019

Job Snapshot

  • Employee Type:
  • Location:
    Durham, NC
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

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.

Essential Functions

  • Line management responsibilities for assigned LSM staff in accordance with organization’s policies and applicable regulations.  Responsibilities include planning, assigning, and directing work; performance appraisal and professional development guidance; rewarding and addressing employee relations issues.  Approve actions on human resources matters. Mentor and motivate staff to achieve and maintain acceptable levels of performance.
  • Ensure consistent standardized processes are implemented globally and department deliverables meet expected quality, financial and productivity targets. Contribute towards achievement of department utilization and realization targets
  • Ensure timely movement of project work through the process steps, in accordance with governing SOPs, ICH/FDA regulations and guidelines, working instructions and client expectations.
  • Work with Sales and Proposals to ensure rapid, seamless, tailored responses to opportunities.  Drive business growth by improving customer loyalty through enhanced customer relations, service delivery excellence and excellent customer communication.
  • Collaborate in the definition of customer-centric, account management strategies and provide oversight of their implementation within assigned account(s) i.e. solicitation of repeat business;  identification of new business opportunities developing to RFPs; assist in contribution of customer centric, strategic focus to proposal development process; assist in transforming customer relationships to partnership level; establish mutually agreed working practices with customer for standardization implementation across projects/programs; contribute to strategic planning, assist in creative solutions and ongoing process improvements to meet anticipated future customer needs; provide customer feedback; status reports.
  • Works with Lifecycle Safety service operations constructively in a matrix framework to achieve project and customers deliverables.
  • Lead and contribute to Global initiatives and will work in close collaboration with Service Operations (SO) and Lifecycle Safety Infrastructure.  Assist in the implementation and support of customer managed decisions as determined under guidance by senior management.
  • Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization).
  • Impart specialist expertise in CDU aligned specialist areas, as well as applying them across LSM and SO.
  • Contribute at IQVIA internal cross-functional project team meetings interfacing with other functional leads; customer project status meetings and oversight group meetings; Subject Matter Expert (SME) Meetings.
  • Lead by example bid defenses; client meetings; attend investigator meetings, and present as required.
  • Maintain ongoing project communications with internal and external project stakeholders.
  • Manage scope and budget review and finalization with sponsors ensuring program financial targets are met.
  • Accountable for oversight of Lifecycle Safety performance for projects/programs on assigned account(s) to include customer interface and communications; customer deliverable and realization/profitability; service integration and technical solutions.
  • Provide effective senior representation of Lifecycle Safety in high visibility forums e.g. joint IQVIA-Sponsor steering Committees, GOH teams, cross-functional project reviews.
  • Effectively contribute to sales activities across other accounts and Customer Delivery Management as needed.
  • Contribute to SOP review and ensure that staff have been trained on and are following required Standard Operating Procedures (SOPs), Good Clinical Practices (GCPs), FDA and ICH guidelines and regulations, Working Instructions and project instructions.
  • Provide historical perspective and input on clients and processes. Provide input on the success or failure of previous initiatives and appropriately field concerns.
  • Perform other duties as assigned.

Minimum Required Education and Experience


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Typically requires a minimum of 5-7 years of prior relevant experience


  • Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one department or multiple related departments.


  • Bachelor’s Degree
  • Health Science or other directly related field

Additional Work Experience

  • 8 years' clinical research experience in a Contract Research Organization or Pharmaceutical company combining 5 years of Lifecycle Safety experience (Pharmacovigilance, CEVA, Medical Information, Safety Publishing, Risk Management, etc.) and 3 years' line management experience required
  • Equivalent combination of education, training or experience

Skills and Abilities

Skill/Ability         Description        Proficiency        

  • In depth knowledge and understanding of Lifecycle Safety service lines; willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.                    
  • In dept knowledge of applicable global, regional and local clinical research regulatory requirement; i.e. Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines.                   
  • Strong staff management; coaching and leadership skills
  • Strong project management; strategic planning; delegation and organizational skills.
  • Proven ability to work on multiple projects and manage competing priorities.
  • Autonomous independent decision-making; problem solving and judgment skills.
  • Excellent verbal/written communication and report writing skills.                            
  • Strong business acumen; financial management and budgeting skills.                            
  • Strong customer focus; account and alliance management and experience in customer contracting models.                     
  • Proven ability to professionally network; present and lead at meetings/ teleconferences.                      
  • Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared responsibilities.              

              Demonstrate excellent flexibility; self-motivation; creativity; innovation and solutions driven approach.                        

              Ability to establish and maintain effective working relationships with coworkers, managers and customers and clients.                           

Standard ADA Settings

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection               Office Environment

Physical Demands

Physical Demand            N/A       Rarely   Occasionally      Frequently              Constantly

  • Sit at a desk or table with some walking, standing, bending, stooping, or carrying of light objects.                                                    
  • Use hands and fingers to handle and manipulate objects and/or operate equipment.                                                X

Travel Requirements

Frequency          Brief Description

  • Requires frequent domestic and occasional international travel

The above information on this description has been designed to indicate the general nature and level of work performed.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job.  While this is intended to be an accurate reflection of the job, management reserves the right to revise the job at any time

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 to arrange for such an accommodation.

Job ID: R1096995