Associate Director, MedTech Customer Success

Jobtailor; Deutschland; Vor Ort; EUR 75.312 - 209.737; Vollzeit

Zusammenfassung

IQVIA is seeking an Associate Director of MedTech Customer Success to oversee delivery, governance, and optimization of information assets across key accounts. You will partner with sales, delivery, and solution teams to ensure high-quality, on-time delivery and long-term customer success.

Required: 5–8+ years in client-facing roles and a bachelor’s degree. US Remote with travel ~20–25%. This role involves complex account management and cross-functional leadership in a matrixed organization.

Qualifikationen

• Bachelor’s degree required.
• 5–8+ years of experience in account management, delivery management, project management, or related client-facing roles.
• Experience with MedTech customers and healthcare analytics environments is preferred.

Aufgaben

• Oversee end-to-end delivery for complex MedTech accounts across multiple stakeholders.
• Represent the full portfolio of IQVIA information assets to the client, including national and sub-national data and offerings.
• Establish and manage delivery governance with SLAs, KPIs, issue escalation, and change management.

Kenntnisse

Delivery governance

Stakeholder mgmt

Cross-functional collab

Client management

Analytical Skills

Negotiation

Ausbildung

Bachelor's degree

Jobbeschreibung

Associate Director, MedTech Customer Success

The Associate Director, MedTech Customer Success is a critical client-facing role responsible for overseeing the delivery, governance, and ongoing optimization of IQVIA™ information assets across key MedTech accounts. This individual partners closely with Key Account Managers, Mid and Emerging Account Managers, Solution Specialists, and internal Centers of Excellence to ensure consistent, high-quality delivery that meets contractual commitments and supports long‑term customer success.

Key Responsibilities

Client Delivery and Governance:

• Own end-to-end delivery oversight for complex, high-value MedTech accounts across multiple stakeholders.
• Represent the full portfolio of IQVIA information assets delivered to the client, including national and sub‑national patient claims, channel, and specialty offerings.
• Establish and manage delivery governance, including service levels, KPIs, issue escalation, and change management.
• Ensure all contractual deliveries are met with high standards of quality, accuracy, and timeliness.
• Lead quarterly business and information reviews with senior client stakeholders.

Client Engagement & Issue Resolution:

• Serve as the primary owner of customer satisfaction, ensuring delivery excellence and proactive issue management.
• Resolve first-line service issues and coordinate second‑line support with internal teams as needed.
• Partner with IQVIA Centers of Excellence to assess and manage the impact of data events, product enhancements, and governance changes.

Cross‑Functional Partnership & Growth Support:

• Collaborate with Sales, Consulting, Delivery, and Solution Specialists to support customer initiatives and revenue goals.
• Participate in information proposals, work orders, and contract renewals.
• Identify opportunities to expand client utilization of existing information services and support new use cases that drive incremental revenue.

Requirements, Education, and Experience

• To be eligible for this position, you must reside in the same country where the job is located.
• Bachelor’s degree required.
• 5‑8+ years of experience in account management, delivery management, project management, or related client‑facing roles.
• Experience working with MedTech customers is strongly preferred.
• Familiarity with IQVIA offerings, commercial data assets, and healthcare analytics environments strongly preferred.
• Demonstrated ability to manage complex accounts and operate effectively in a matrixed organization.
• US Remote with ability to travel approximately 20‑25%.

Knowledge & Skills

• Client and Account Management
• Delivery Governance and Issue Management
• Analytical and Problem‑Solving Skills
• Strong Communication and Stakeholder Management
• Negotiation and Relationship Building
• Ability to coordinate across Sales, Delivery, and technical teams

Equal Opportunity Employer

IQVIA is proud to be an equal opportunity employer. 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.

Compensation and Benefits

The potential base pay range for this role, when annualized, is $86,000.00 − $239,500.00. The actual base pay offered may vary based on a number of factors including job‑related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part‑time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.