European Client Service Manager (R1078316) in London, UK at IQVIA™

Date Posted: 7/12/2019

Job Snapshot

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

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.

The role of the European Client Service Manager is to sustain, deliver and grow the core IQVIA 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 renewable 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 across IQVIA 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 subscriptions, growing revenue by leveraging the full IQVIA offerings and identifying new business opportunities
  • Drive the IQVIA service excellence agenda across client organisations
  • Identify commercial leads by understanding client challenges, liaising with GKAM/EKAM to develop 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 GKAM/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 renewal, quotation and proposal generation processes.
  • Identification of any potential threats to the existing IQVIA 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 investigations and other questions affecting the clients use and understanding of the IQVIA portfolio.
  • Monitor client satisfaction for contracted deliveries, 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 Third Party Agreement 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.

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.

Job ID: R1078316