Mgr, Client Services (R1007857) in Richmond, VA at IQVIA™

Date Posted: 9/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Richmond, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/28/2018
  • Job ID:
    R1007857

Job Description

Manager, Client Services

We are seeking a driven, disciplined professional who excels in team management, process improvement and delivering exceptional customer experiences. The ideal individual will have demonstrated experience effectively managing and leading a team of individuals in the past, resulting in the achievement of business goals and high customer satisfaction. This individual must be able to effectively and proactively communicate and influence partners across the company and across multiple levels of the organization.

Role Purpose:

As a Manager of Client Services, the selected individual will lead a team of professionals in delivering exceptionally executed processes that support quality deliverables and end user activities for the clients we service.

Principal Accountabilities:

  • Inspire a team of 3 to 10 client services professionals – provide direction, guidance and developmental coaching including training team members, leading and mentoring team members, yearly and periodic appraisals of team members, rewarding and motivating team members, disciplining team members, and other employee leadership activities as appropriate.
  • Work closely with management team to provide proactive insights and to answer leadership requests including providing status updates, assisting with billing / forecasting / invoicing, and other corporate support duties.
  • Proactively manage the client’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met and/or exceeded.
  • Serve as the conduit and escalation point for any customer or employee challenges and issues. 
  • Promote and generate revenue growth, contract retention, and overall customer satisfaction
  • Analyze and trend data particularly management and customer experience insights.
  • Provide subject matter expertise on processes when representing the US Compliance team in projects and other meetings.
  • Identify ways to improve and streamline business process.
  • Drive process improvements aligned with desired customer outcomes.
  • Monitor data trends to measure effectiveness and install necessary benchmarks or thresholds to ensure program efficiency and compliance.

Basic Qualifications:

  • Bachelor’s Degree or military experience
  • At least 2 years of experience in Process management or at least 3 years of experience in Project management
  • At least 2 years of experience in People management

Preferred Qualifications:

  • Lean certification or Six Sigma certification
  • 5 years of experience in People management
  • Knowledge or experience in Pharmaceutical industry

#LI-CS1



Job ID: R1007857

Check Out Similar Jobs

  1. Administrative Jobs
  2. Bookkeeper Jobs