Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.
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 IQVIA deliverables and identifying revenue opportunities within existing clients.
Maintains effective internal 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.
Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and / or therapeutic market.
May conduct product / services and process training for clients and other employees.
May conduct service meetings at client sites.
Represents IQVIA on external client projects.
May mentor and lead other client service reps and represent the manager in their absence.
Four (4) years of related work experience
One (1) to two (2) years experience as a Client Service Representative
Two (2) to three (3) years experience in Project Management
Broad knowledge of the concepts, practices and procedures of the client service representative field
Broad knowledge of the Pharmaceutical industry
Meeting facilitation, presentation and training experience
Proficiency in PC applications, such as Excel
Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
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