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Associate Director, Client Services, eConsent

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Primary Location: Reading, Berkshire, United Kingdom Full time R1292342

Job description

Assoc Director, Client Services, eConsent

Location: UK or EU (remote )

Job Summary

The Associate Director, Client Services for Patient Consent is responsible for the successful delivery of eConsent technology-enabled services to sponsors and sites running clinical trials.

Oversees and manages the operational aspects of an eConsent client services team, leading ongoing projects and programs, ensuring quality deliverables on time and within budget. Ensures that all project work is completed in accordance with SOPs, policies and practices. Manages staff in accordance with organization’s policies and applicable regulations. Actively engages in efforts to promote customer satisfaction and grow the business, contributing to revenue and profit margin goals.

Roles & Responsibilities

  • Manage and lead as an inspirational role model, a team of client service project managers who deliver tech-enabled eConsent solutions to top pharma companies around the globe

  • Leadership and development of direct reports including activities such as hiring, performance management, coaching, mentoring, career development support, and disciplinary actions.

  • Manage work assignments and utilization for direct reports, leveling work across resources as needed, maintaining maximum client-facing time for direct reports · Foster a culture of continuous improvement and dedication to quality. Develop and maintain eConsent product expertise and understanding of the market and related technologies for clinical trials.

  • Lead key accounts as subject matter expert and implementation advisor while providing guidance to managers on issues relating to those sponsors.

  • Design customer-centric service strategies for eConsent delivery that excites customers about leveraging the product, drives adoption and success, and accelerates new and repeat customer growth.

  • Partner with assigned strategic clients in governance forums · Liaise between clients and technical support, product development, sales and service delivery to identify opportunities for improvements, cost reduction and value-add to all customers.

  • Provide input to development of tools and processes to support efficient and consistent execution of projects and reporting to clients.

  • Prepare and present project and product information at internal and external meetings · Establish and foster cross-functional relationships bi-directionally to achieve broader clinical trial technology objectives that meet client needs.

  • Maintain project management information and tracking systems, with oversight of financial reporting on the team’s projects including tracking deliverables and invoicing.

  • Provide input to business staff and senior management in the writing and reviewing of budgets, contracts, proposals, change orders, questionnaires, and audits as needed.

  • Collaborate with the quality team and operations directors to review Work Instructions and SOPs relevant to operations. · Contribute to development of operational readiness plans to support release management activities for eConsent software updates

Skills & Qualifications:

  • Requires 7 - 10 years of prior relevant experience.

  • Requires extensive knowledge of multiple job areas obtained through advanced education and experience in clinical trial technology.

  • Ability to quickly gain and maintain subject matter expertise in the product. Tech-fluent and able to translate highly technical information to lay persons/clients

  • Understanding of FDA CFR Part 11 and EU eIDAS regulations

  • Excellent multi-cultural oral and written communication skills

  • Excellent skills using Microsoft Office Suite: MS PowerPoint, MS Word, and MS Excel

  • Adaptability and flexibility to changing priorities

  • Demonstrated ability to work creatively and effectively in a fast-paced environment

  • Attention to detail and ability to work simultaneously on multiple priorities

  • Ability to influence others. Strong analytical and business systems skills. Team management skills and the ability to lead and motivate a team

  • Demonstrated ability to deliver results to the appropriate quality and timeline metrics

  • Clinical trial or pharmaceutical experience strongly preferred.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at

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