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Client Support
3 weeks ago
Client Service Analyst
JOB DESCRIPTION
Job Overview
Under broad guidance, ensures clients obtain maximum value from products and services to facilitate a positive and productive long-term relationship, either broad client or offering focused.
Essential Functions
• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current deliverables IQVIA deliverables and identifying revenue opportunities within existing clients.
*Self-starter - ability to multi-task, manage time, prioritize work and thrive in a client-focused environment.
• Maintains effective communications with sales and client service support to keep all apprised-on activities with the client.
*Monitors' performance against existing service agreements and ensures client's obligations are met.
• Research, analyze and respond to clients' in-depth inquiries -understand client deliverables, specific business line, and/or therapeutic market.
• May conduct product/services and process training for clients and other employees.
• External client facing role - may conduct service meetings at client sites.
• Represents IQVIA on external client projects.
*Work on projects, learn new requirements, test new tools, create training materials and provide training.
*Adaptability and flexibility to respond to changing project requirements and priorities.
*Contribute to the preparation of project documentation, including reports and presentation.
• May mentor and lead other client service reps and represent the manager in their absence.
Qualifications
• Bachelor's degree or equivalent experience with minimum 2-5 years related work experience.
*Proven analytical, interpretative, and problem-solving skills.
*Proficient with Microsoft Office Suite (Outlook, Word, PowerPoint, Excel - VLOOKUP and PowerPivot functionality
• Broad knowledge of the concepts, practices and procedures of the client service representative field.
• Broad knowledge of IQVIA products and the Pharmaceutical Industry.
• Meeting facilitation, presentation and training experience
• Ability to communicate effectively within various levels of the organization (written and oral
• Demonstrated problem solving, analytical and strong customer service skills.
• Demonstrated ability to develop and maintain relationships in a diverse business environment.
• Ability to travel to clients and IQVIA offices as appropriate.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more
