Assoc Mgr, Client Services (R1080621) in Murray Hill, NJ at IQVIA™

Date Posted: 9/23/2019

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.

Summary

Supervises a client service team of Meeting Planners dedicated to a specific client or a portfolio of clients.  Responsible for ensuring their team:   meets individual customer expectations and CSAT targets, delivers against client business rules, completes tasks within SLA timelines and targets, and performs within IQVIA standards and expectations.  Individually responsible for completing deliverables associated with client SOW including customer service incident reporting, system mismatch reconciliation, and ensuring execution of critical-to-compliance tasks.  Ensures timely processing of customer requests and helps resolves customer disputes. Identifies system and workflow improvements to enhance the team efficiency.  Relies on experience, judgment and strong problem solving skills to plan and accomplish goals. 

Responsibilities

  • Manages a team of Meeting Planners in achieving company and individual goals. Directly responsible for ensuring direct reports meet team and individual quality targets, SLA aligned to client business rules.
  • Responsible for managing team performance through key metrics and initiating formal performance improvement plan of task management as needed.
  • Accountable for addressing service related escalations by researching incident, coaching staff, and building strategies to contribute to the overall customer satisfaction of the client.
  • Build and maintain successful relationships with all internal and external clients.  Specific collaboration with Customer Success peers in account management is critical to success.
  • Make recommendations on changed/improved processes that will result in better customer satisfaction.
  • Partners with Global Client Service Lead (GCSL) to assess workload and required staffing to ensure required resources are secured.  Works to solve for resource challenges (+/-) by partnering with other teams to share resources, determine optimal use of overtime and or other resource solutions.   
  • Peer leader, subject matter expert, facilitator of knowledge sharing with other Managers and across other functional departments.
  • Performance Management of direct reports.
  • Participation in and support of team, function, company and/or Services projects/initiatives.
  • Is able to constructively communicate difficult messages both verbally and in writing.
  • Foster and maintain excellent team morale (scheduled events and team building), including development of staff’s skills and competencies.
  • Lead and/or participate in weekly team meetings ensuring all company and client topics are addressed.       
  • Ability to determine client business requirements (system and process-related) and translate them into actionable execution of meeting planning.
  • Other critical functions/responsibility may be assigned by Global Client Service Lead as needed.

Education, Skills, Experience Desired

  • Bachelor’s  Degree Preferred or commensurate experience (minimum 4 years preferred)
  • Advanced verbal and professional writing skills.
  • Prior people management in a service environment preferred.
  • Hospitality or Meeting Planning experience preferred.
  • Familiar with a variety of field’s concepts, practices, and procedures. 
  • Advanced Phone Skills, handling difficult situations, de-escalation skills.
  • Ability to think strategically and creatively.

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: R1080621