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Customer Experience Manager (R1008332) in Mississauga, CA at IQVIA™

Date Posted: 2/13/2018

Job Snapshot

Job Description

Principal Accountabilities:

  • Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
  • Serves as a project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
  • Creates, maintains and monitors the client service level plan across business lines, ensuring consistency in service & ensuring communication regarding queries and data investigations are complete & clear. Leads monthly or quarterly service reviews ensuring the full scope of client deliverables are reviewed and documenting barriers to client utilization and satisfaction.
  • Performs full assessments of client’s use of IQVIA data products & services on a regular basis recommending appropriate course of action to support utilization and entrenchment. Provides in-depth training in IMS databases, product and service requirements (e.g. report-input deadlines) as needed.
  • Partners with their Account Management Team to price products & services as required. Provides input into local client service strategy & leads execution of account level service strategies that are part of the Account Plan.

Minimum Education, Experience, & Specialized Knowledge Required:


Bachelor's degree or equivalent and a minimum of five (5) years of relevant work experience with two (2) years experience as an IMS Client Service Rep preferred. Accredited in Company service certification program. Pharmaceutical industry experience preferred. Experience developing and delivering training to clients is a plus. One (1) to two (2) years of experience using IMS data and products. Proficient in PC applications.


Organization Reporting and Scope:

  • Typically reports to: Mgr, Client Services or Director, Sales (in a large market)
  • Management scope (number of full-time employees): n/a
  • Annual revenue scope (If applicable) $M: minimum of $1

Additional Requirements:


Business acumen (knowledge of the pharmaceutical industry, including the applications for IMS data). Change management/process analysis skills. Strong communication skills, including ability to train, present and deal tactfully with clients.  Project management experience in overseeing or contributing in difficult, multi-discipline projects. Managerial skills, including a strong focus on team building.  Knowledge of IMS databases and report creation process. 


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Job ID: R1008332