Global Head of Customer Success, Medical Affairs

IQVIA; London; On-site; GBP 100,000 - 160,000; Full time

Job summary

IQVIA invites applications for the role of Global Head of Customer Success, Medical Affairs. This position focuses on ensuring customers fully utilize IQVIA's offerings while reshaping teams for better engagement and outcomes. With 15+ years of experience demanded, candidates will lead key initiatives to enhance relationships and drive innovation in healthcare solutions. The ideal professional will thrive in a collaborative environment, leveraging analytics to shape strategies and improve customer success.

Qualifications

• 15+ years’ experience in Medical Affairs, Medical Communications, or pharmaceutical digital marketing.
• Expertise in analytics and customer engagement strategies.
• Proven ability to influence internal and external stakeholders.

Responsibilities

• Re-shape customer success teams across Medical Affairs.
• Audit customer relationship handling and enhance connections across departments.
• Act as a trusted advisor and lead customer engagement initiatives.

Skills

Visionary Leadership

Stakeholder Influence

Data-Driven Decision Making

Commercial Acumen

Market & Competitive Awareness

Transformational Change Management

Executive Communication & Influence

Job description

Join us on our exciting journey!

IQVIA is The Human Data Science Company, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics, and human ingenuity to drive healthcare forward.

Global Head of Customer Success, Medical Affairs

As a company, we have made huge strides against our Medical Affairs ambition of connecting evidence generation to evidence dissemination. We’ve added multiple capabilities and developed various products and services that help our clients take the trusted evidence that we generate, use it to have the right dialogue with the right stakeholders, and, ultimately, improve outcomes for patients.

As a Global Head of Customer Success for Medical Affairs, you will be responsible for ensuring our customers’ get the most out of IQVIA’s products and services. You will serve as the liaison between IQVIA businesses, subject matter experts, and product owners, and key customer stakeholders fostering collaboration and highlighting value through proactive engagement. We are a diverse and fast-growing portfolio of Regional and Global businesses, and we would like this role to provide connections across the portfolio and help us learn where customer relations are excellent, why, and how we can replicate and standardize.

Responsibilities

• Have specific responsibility for helping to re-shape customer success teams working on our Key Opinion Leader and Medical Education platforms, withfocus on helping teams increase their renewal rates and organic growth.
• Audit customer relationship handling across the entire Global Medical Affairs portfolio.
• In conjunction with the Global Head of Medical Affairs, Chief of Staff, Head of Operations, and Global and Regional Leadership Teams, present thoughts on how to enhance customer relationships and standardize and execute against that plan.
• Enhance the connection between marketing, sale enablement, and sales functions, helping these teams to collaborate better and share customer insights more systematically.
• Act as a trusted advisor for our customers and liaise with relevant internal stakeholders to address customer needs.
• Lead meetings with customers to demonstrate success and identify additional value opportunities.
• Facilitate cross-customer connections for collaboration opportunities and industry learning.
• Represent IQVIA externally with thought leadership and event participation.

Requirements

• 15+ years’ experience in Medical Affairs, Medical Communications, digital publishing/media, and pharmaceutical medical/ digital marketing
• Visionary Leadership: Ability to define and drive a long-term strategy for customer success in medical affairs, aligning with business growth and industry shifts.
• Stakeholder Influence: Proven track record of engaging and influencing internal and external stakeholders, including executives, healthcare professionals, and regulatory bodies.
• Data-Driven Decision Making: Expertise in utilizing analytics, customer insights, and business intelligence tools to shape customer engagement strategies and measure impact.
• Commercial Acumen: Strong understanding of revenue drivers, profitability metrics, and how customer success contributes to business objectives and market positioning.
• Market & Competitive Awareness: Deep knowledge of healthcare and life sciences trends, including competitor analysis, regulatory landscapes, and emerging customer needs.
• Strategic Partnership Development: Ability to forge partnerships with key industry players, fostering collaboration that drives long-term customer loyalty and innovation.
• Transformational Change Management: Experience leading major customer success transformations, including digital innovation and scalable process improvements.
• Executive Communication & Influence: Skilled in presenting complex ideas to senior leadership, articulating strategies, risks, and opportunities with clarity.

Why Join?

Those who join us become part of a recognized global leader still willing to challenge the status quo to improve patient care. You will have access to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the Healthcare industry.

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries.

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

Moving healthcare forward. Together.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

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