Client Service Representative
About this role
Job Overview
Under broad direction, serves as a trusted advisor and strategic partner to clients, ensuring they derive maximum value from IQVIA's Global Market Insights (GMI) solutions, products, and services. Builds and maintains strong client relationships by delivering exceptional service, driving adoption of insights and data assets, identifying opportunities to enhance client value, and supporting long-term client retention and growth. Acts as the primary point of contact for assigned clients and collaborates across commercial, operational, and product teams to ensure successful delivery and client satisfaction.
Essential Functions
Client Relationship Management
Acts as a subject matter resource for GMI products, services, and market intelligence solutions.
Develops and maintains strong, trusted relationships with clients, serving as the primary point of contact for operational, service, and product-related activities.
Proactively engages clients to understand evolving business objectives, challenges, and information needs.
Partners with clients to maximize the value of IQVIA's GMI data, analytics, insights, and technology solutions.
Leads regular service reviews, and stakeholder meetings to communicate value, discuss priorities, and align on future opportunities.
Delivers product, service, and platform training sessions for clients and internal stakeholders.
Service Delivery & Client Success
Ensures contracted deliverables are executed accurately, on time, and in accordance with agreed quality standards and service-level commitments.
Monitors and manages client satisfaction, identifying and addressing risks, issues, and opportunities in a proactive manner.
Oversees resolution of complex client queries, ensuring timely and effective outcomes.
Acts as an escalation point for client concerns and drives cross-functional resolution where required.
Analysis & Insights
Demonstrates deep understanding of client business objectives, the pharmaceutical and healthcare landscape, and relevant therapeutic areas.
Interprets client needs and translates them into actionable solutions using IQVIA's data, insights, and consulting capabilities.
Supports clients in understanding market dynamics, competitive intelligence, customer behavior, and industry trends.
Identifies opportunities to enhance client decision-making through expanded use of existing products and services.
Cross-Functional Collaboration
Collaborates with Operations, Product, Data Management, Analytics, Consulting, and Commercial teams to ensure successful client outcomes.
Maintains effective communication with internal stakeholders regarding client priorities, opportunities, risks, and service requirements.
Provides client feedback to product and operational teams to support continuous improvement initiatives.
Qualifications
Required Education & Experience
Bachelor's degree or equivalent combination of education and experience.
Minimum 5 years of experience in client services, account management, market research, business insights, healthcare analytics, or a related field.
Demonstrated experience managing complex client relationships within the pharmaceutical, biotechnology, healthcare, or life sciences industry.
Previous experience working with pharmaceutical market data, competitive intelligence, market research, or healthcare analytics preferred.
Knowledge & Skills
Strong understanding of pharmaceutical and healthcare industry dynamics, including commercial, market access, competitive intelligence, and brand strategy environments.
Working knowledge of IQVIA GMI offerings, data assets, analytics, and insight solutions.
Excellent stakeholder management and relationship-building skills across multiple organizational levels.
Strong analytical, problem-solving, and consultative skills with the ability to translate data into actionable business recommendations.
Demonstrated ability to manage multiple priorities and deliver exceptional client experiences in a fast-paced environment.
Excellent verbal, written, facilitation, and presentation skills.
Experience leading client-facing discussions, workshops, and business reviews.
Proficiency in Microsoft Office applications, including Excel and PowerPoint.
Ability to work effectively in a cross-functional and global environment.
Willingness to travel as required to support clients and business needs.
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 at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
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