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Client Service Representative, Orchestrated Customer Success Team

Company: IQVIA
Location: Santa Fe
Posted on: January 10, 2022

Job Description:

The Orchestrated Customer Success team is a dedicated function within IQVIA Commercial Solutions business unit.Orchestrated Customer Success is responsible for developing customer relationships that promote retention and loyalty across our Commercial Services, Consulting Services, and Technology Solutions and Services. The 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 required. Client Service Representatives guide new clients in onboarding, adoption and facilitate best practice discussions. They are responsible for ensuring any risk in account health is identified and addressed. Additionally, 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 timeEssential Functions
    • Manage and establish a program plan / schedule
    • Develop expertise in working across IQVIA COEs, 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 QBRs and Steering Committees
    • Develop and contribute to the wider/larger perspective of programs and business within IQVIAExperience
      • 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 degreeAt 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 world. The 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 way. Learn more at .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, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIAs Talent Acquisition team at to arrange for such an accommodation.

Keywords: IQVIA, Santa Fe , Client Service Representative, Orchestrated Customer Success Team, Other , Santa Fe, New Mexico

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