Client Services Rep 4 (R1022987) in London, UK at IQVIA™

Date Posted: 5/19/2018

Job Snapshot

  • Employee Type:
  • Location:
    London, UK
  • Job Type:
    Client Service
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description


Job Title: Client Services Rep 4, EU/MEA

Contract: Permanent

Location: London/Reading/Paris

Department: EU Client Services

Grade: 150

Reporting Line: Key Account Management Director

IQVIATM is looking for a Client Services Rep 4 to join the EU Client Services Team

Role Summary

The role of the European Client Service Manager is to sustain, deliver and grow the core IQVIA Information business with clients aligned to them. This includes full service responsibility for the client across EMEA; relationship building, driving client satisfaction and implementing a consistent service agenda. It also includes driving proactive service excellence to improve overall customer experience and owning the client renewal process, seeking to maintain and grow the client’s data business with IQVIA.

The European Client Service Manager will become a trusted advisor to clients through building relationships with key stakeholders through face to face interaction, fully understanding customers businesses and being able to recommend the most appropriate solutions from IQVIA’s Information assets.

Role Purpose

  • Accountable for end-end service relationship for assigned HQ clients, driving a consistent service agenda
  • Build relationships with a wide set of client stakeholders at a regional level to achieve trusted advisor status
  • Manage local/regional data subscriptions, growing revenue by leveraging the full IMS offerings and identifying new business opportunities
  • Drive the QuintilesIMS service excellence agenda across client organisations
  • Identify commercial leads by understanding client challenges, liaising with GKAM/EKAM to development further

Principal Accountabilities

  • Understand client priorities to achieve or exceed assigned revenue, service excellence and growth goals for assigned account(s).
  • Through close collaboration with EKAM and wider client aligned team, ensure there is a connected approach to managing each client and leads are shared in a timely manner
  • Overall responsibility for annual Information renewal, quotation and proposal generation processes.
  • Identification of any potential threats to the existing IQVIA Information business, including any client dissatisfaction, competitive activity, low usage or perceived value of existing services and either recommend or, where possible, take corrective action to rectify the situation (or escalating internally where appropriate)
  • Accountable for client service support for subscription services
  • Ownership of data investigations and other questions affecting the clients use and understanding of the IQVIA portfolio.
  • Monitor client satisfaction for contracted deliverables, working with other IQVIA teams across countries to maintain a high level of customer satisfaction.
  • Ensure a proactive role in contract strategy, monitoring and resolving hygiene questions at a regional and local country level.
  • Lead face to face quarterly service reviews with clients focusing on on-going account satisfaction improvement by building strong relationships and targeted action plans.
  • Manage all service related activities included in the regional Service Level Policy (SLP).
  • Collaboration with cross functional teams to proactively identify, resolve and communicate client issues and queries, including timely processing by the team of TPA and Data Disclosure requests
  • Continuously develop and update own knowledge and understanding of IQVIA organisation and services together with the dynamics of the Healthcare industry and those of own client base.

Qualifications, Experience, Technical and Personal Skills

  • Relevant account management and customer service experience

  • Bachelor’s degree or equivalent
  • Outstanding presentation and problem solving
  • Strong interpersonal skills and relationship management experience
  • Ability to work under own initiative, and enthusiasm to drive the relationship required to be successful but also ability to work as part of a large matrix team
  • Strong attention to detail
  • Excellent language skills in English
  • Strong systems skills, MS Office, SFDC etc.

Job ID: R1022987