Job details
Job type full-time
Full job description
The orchestrated customer success team is a dedicated function within iqvia commercial solutions business unitOrchestrated customer success is responsible for developing customer relationships that promote retention and loyalty across our commercial services, consulting services, and technology solutions and servicesThe client service representative job is responsible for customer satisfaction with products and services they receive and to facilitate and escalate where resolution to dissatisfaction is requiredClient service representatives guide new clients in onboarding, adoption and facilitate best practice discussionsThey are responsible for ensuring any risk in account health is identified and addressedAdditionally, the client service representatives coordinates inputs from specific product and offerings for project plan milestones, resource allocations, raid log items and communication plans, in three key areas:
Pre-launch risk assessment and risk mitigation plan, resource alignment, and initial project planning
In-flight project controls – typical raid log and project management tracking (timeliness, quality, cost)
Post-care assessment, ongoing release management, and ongoing change management and client satisfaction management as change orders, data sets and business rules adjust over time
Essential functions
Manage and establish a program plan / schedule
Develop expertise in working across iqvia coe’s, solutions, and services
Document and manage client meetings: meeting agenda, minutes and follow-up items
Work within iqvia on organizational improvement initiatives and escalation paths
Manage and establish a communication plan and raci
Present and make recommendations to client stakeholder independently
Synthesize, interpret and communicate program risks and issues
Understand client strategic roadmap goals and objectives
Align iqvia delivery to the client roadmap goals and objectives
Track and ensure success of contract renewals
Work across multiple program or assignments requiring specialized knowledge
Lead program development
Provide leadership and direction for program team
Develop, cultivate and foster new relationships, both internally across iqvia, including leadership and externally with client leads and stakeholders
Chair program sla reporting and updates within iqvia and with the client
Participate and contribute to qbr’s and steering committees
Develop and contribute to the wider/larger perspective of programs and business within iqvia
Experience
7-10 years’ in experience in program services role
Demonstrates ability to be resourceful, flexible, and organized
Expert knowledge of program management methodology
Strong ms project, ms visio skills
Excellent communication skills and polished presentation skills
Outstanding problem solving and negotiation skills
Demonstrate ability to set and achieve stretch goals quickly, while possessing strong people skills
Familiar with standard concepts, practices, and procedures within pharma
Program leadership management, including the requisite planning, organizing
Experience effectively managing diverse teams
4-year undergraduate or more advanced degree
At iqvia, 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 worldThe advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the wayLearn more at jobs.iqvia.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.
Iqvia, incProvides reasonable accommodations for applicants with disabilitiesApplicants 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.
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Posted 30+ days ago
