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Implementation Partner, Orchestrated Customer Success Team

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Primary Location: Bridgewater, New Jersey, United States Additonal Locations: Cambridge, MA,USA; Durham, NC,USA; New York, NY,USA; Parsippany, NJ,USA; Plymouth Meeting, PA,USA; Wayne, PA,USA Full time R1265097

Job description

The Orchestrated Customer Success team is a dedicated function within IQVIA Commercial Solutions business unit.  Orchestrated Customer Success is responsible for developing customer relationships that promote retention and loyalty across our Commercial Services, Consulting Services and Technology solutions and services. The Orchestrated Customer Success Implementation Partner is to work closely with customers to ensure they are satisfied with the implementation of the products and services they receive and to facilitate and escalate where resolution to dissatisfaction is required. Orchestrated Customer Success Implementation Partners 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 and also provide program guidance, making recommendations to the client stakeholders to ensure their goals and business needs are being met.

Additionally, the Orchestrated Customer Success Implementation Partner coordinates inputs from specific product and offerings for project plan milestones, RAID log items and communication plans, in three key areas:

  • Pre-launch risk assessment and risk mitigation plan, resource alignment, and initial project planning
  • In-flight project controls – typical RAID log and Project Management tracking (timeliness, quality, cost)
  • Change management and client satisfaction management as change orders, data sets and business rules adjust over time

Essential Functions

  • Form and maintain relationships with client stakeholder
  • Establish and manage program plan / schedule
  • Establish and manage communication plan and RACI
  • Present and make recommendations to client stakeholder independently
  • Synthesize, interpret and communicate program risks and issues
  • Assist with planning integrated program goals and milestones
  • Assist with managing change control requests
  • Provide program advisory
  • Work across multiple program or assignments requiring specialized knowledge
  • Lead program development
  • Forge new relationships with client leads
  • Plan and set integrated program goals and milestones
  • Manage Change Control through Go-Live
  • Ability to lead large integrated programs of 15 or more capabilities
  • Manage and own a RAID log


  • 7-10 years’ experience in program management
  • Experience with IQVIA data and technology
  • Advanced knowledge of program management methodology
  • Outstanding problem solving and negotiation skills
  • Strong MS Project, MS Visio skills
  • Demonstrate ability to set and achieve stretch goals quickly, while possessing strong people skills
  • Program leadership experience, including the requisite planning, organizing
  • Ability to effectively manage diverse teams
  • Excellent communication skills and polished presentation skills


  • Bachelor's Degree or MBA in a related field

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

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.

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