Global Client Service Lead (R1090633) in Murray Hill, NJ at IQVIA™

Date Posted: 8/7/2019

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.

Summery:

The Global Client Services Leader is accountable and responsible for the successful delivery of services for an assigned client or group of life sciences clients with a high level of internal and external customer satisfaction related to Speaker Bureau and other promotional meeting planning activities.  

Responsibilities include:

  • Spearhead the development, communication and implementation of effective service strategies based on the client specific service goals and company guiding principles
  • Set comprehensive goals for maximum team and individual performance which includes mentoring and coaching as well as talent development 
  • Lead global teams and direct reports located in US and Philippines, including office based/remote/contingent workers
  • Establish leadership approaches that promote company culture and vision; Foster a cohesive, success-oriented, and accountable environment within each client services team
  • Provide leadership and management to the assigned client service delivery organization
    • Implement plans and solutions designed to drive the company/client business and growth objectives; Ensures customer satisfaction and quality levels meet /exceed expectations
    • Responsible for driving to achieve and surpass business goals and objectives; Provide timely, accurate and complete reports on the service delivery conditions of accounts
    • Develop and maintain a cohesive team within the department to promote high morale, a positive work environment, team, and collaboration, both internal and external
    • Provide expert subject matter expertise on client service process, procedures and IQVIA technology configurations for assigned clients
    • Develop daily, weekly, monthly and quarterly operational plans to proactively manage and deliver on client service level agreements; Monitor, analyze, adjust and train to improve efficiency, streamline performance and compliance with processes/procedures
    • Proactively manage key performance indicators and sets targets/approaches as appropriate; Evaluates on-going performance by analyzing and interpreting data
    • Responsible for staff forecasting and managing to a resource budget; Monitor workload and key performance indicators to prioritize and rebalance when appropriate
       
  • Represent Service Delivery within the account team and with assigned clients; Prepare and participate in regular customer meetings and quarterly business reviews
  • Partner with ATL's and WFM on quarterly forecasts for service delivery and support teams as needed during the forecasting and budgeting process; Manage to approved budgets
  • Support planning activities for new or expanded business opportunities with Solutions, Product Delivery, Account Teams and other partners as required

Other Skill and Education Requirements:

  • Willingness to ‘go deep’ to understand Services technology tools, processes and protocols
  • Develop advanced concepts, techniques and standards.  Viewed as expert in field
  • Prior growth and development oriented people management in a service environment
  • Flexible in ambiguous, fast-moving environment, while also driving toward clarity
  • Demonstrated resourcefulness in setting priorities, reprioritizing as business/client needs shift, and providing solutions-oriented response
  • Ability to synthesize data, measure performance and articulate business results or action required in a manner consumable by stakeholders, clients, employees.
  • A working knowledge and understanding of HCP interaction regulations and industry trends
  • Bachelor’s Degree, 7+ years of related experience
  • Advanced Microsoft Office skills (especially Excel)

Competency Requirements:

  • Strong leadership and communication skills (teams, clients, leadership)
  • High level of cultural competence with both clients and team members
  • Results focused, with track record of high performance
  • Technology savvy with ability to apply learned concepts broadly
  • Ability to think strategically and creatively
  • Adaptability and agility to varying situations and change

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: R1090633