Sr Customer Ops Dir - (R1042695) in Research Triangle Park, NC at IQVIA™

Date Posted: 11/11/2018

Job Snapshot

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.


Leads the governance of assets, resources, technology and processes required to support the designated customer portfolio of Assets (defined as compounds in development). In this capacity the individual will additionally seek to provide oversight of all projects as well as lead the operational governance committee.
 Lead strategic planning, direction and support to business/strategic development initiatives for designated customer.
 Lead member of the strategic Account Management team; responsible for leading key SAM initiatives.
 Lead member of the Strategic Account Management (SAM) team; responsible for leading key SAM initiatives.
 Directs the designated customer account globally to provide leadership oversight to customer and Quintiles assigned project teams and lead the development of and adherence by all project teams to an operations manual specific to the designated customer account for all product development projects.
 Accountable for the development and management against key customer rules of engagement and/or operational norms.
 Direct the delivery against key metrics, milestones, and contractual obligations for a portfolio of projects to encompass expectation setting and management against quality, time and financial objectives (e.g. project & portfolio margin targets).
 Serve as the primary operational management contact globally to the designated customer account; responsible for driving and ensuring appropriate communication channels are maintained and key customer expectations transcend the organization and are adhered to across the portfolio of projects.
 Lead the review of a customer pipeline, opportunities pending, and future customer needs in support of the quarterly development of resource forecasts for delivery to the cost centers providing resources to the designated customer account (e.g. project management, QLAB, Phase I, ECG, data management, clinical operations, biostatistics, etc).
 Act as the key relationship manager for designated customer; serve as the primary management holder for a designated customer escalation plan, recommend courses of action regarding client management issues; implement requisite action plans.
 Serve as a member of the designated customer Operations and Governance Committee(s).
 Team member responsible for participation in the development and support of customer sales initiatives; activities to include, proposal and budget development, commercial feasibility of potential programs and impact on company operations and goals.
 Lead, oversee and manage the enterprise to ensure global customer best practices are adhered to by individuals assigned to projects for the designated customer account.
 Lead, oversee and manage the enterprise to ensure the Quintiles transformational and business practices are adhered to by individuals assigned to projects for the designated customer account.
 Perform other duties as assigned.

Job Requirements

 Demonstrated knowledge of contractual obligations and processes and customer accounts.
 Excellent motivation, team-building and leadership skills.
 Excellent presentation and negotiation skills.
 Excellent communication skills.
 Good problem solving skills.
 Demonstrated ability to deliver results to the appropriate quality and timeline metrics.
 Strong influencing and negotiation skills.
 Excellent customer service skills.
 Sound judgment and decision making skills.
 Strong software and computer skills, including MS Office applications.
 Ability to establish and maintain effective working relationships with coworkers, managers and clients.
Degree in Life Science, Business Management or related field and a minimum of 15 years in the pharmaceutical, CRO, or related industry, experience to include clinical operations, CRA, Commercial and /or alternative operational functional (e.g. business development, data management, project management, laboratory, pre-clinical); or equivalent combination of education, training and experience.
 Extensive use of keyboard requiring repetitive motion of fingers.
 Extensive use of telephone and face-to-face communication requiring accurate perception of speech.
 Regular sitting for extended periods of time.
 Frequent travel, 25-50% of time.
EEO Minorities/Females/Protected Veterans/Disabled

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals we are here to ensure you get there!

We invite you to join IQVIA™.

Job ID: R1042695