Customer Service Manager (R1119971) in San Francisco, CA at IQVIA™

Date Posted: 3/9/2020

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.

Mission
You will be accountable for customer service Management for the US affiliate in an international environment. You will need to work closely with IQVIA Corporate and support team in order to maximize customer value perceived from our technology & services.

Role Overview
This role offers a strategic approach to serv and support our customer along his Journey as a contact key people.

Responsibilities:

  • Take in charge the US affiliate in a large global program.
  • Be the single point of contact for US affiliate.
  • Manage face to face meeting to support customer on the daily to identify new business and ensure the good adoption of the solution.
  • Run recurrent operation review with customer US to follow up backlog.
  • Continuously improve the overall services and act as an escalation point for the US customer services lead(s).
  • Participate to the client satisfaction on service and technical solutions.
  • Report to Global team to prepare SLA and KPI monitoring for the month.
  • Share best practice, process define by the corporate.
  • Work closely with the support team based in India and global team base in Europe.
     

What we are looking for:

  • 4-6 years of experience in service/success management, ideally with a global exposure.
  • Strong client focuses skills
  • SaaS Experience & Salesforce Knowledge required.
  • Pharmaceutical market knowledge is a plus
  • ITIL & Salesforce certifications are a plus
  • Excellent ownership & accountability
  • C-suite communication skills required
  • Fluent in English
  • Wiliness to travel (~20%)

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: R1119971