Manager, Client Services Operations and Enablement

IQVIA; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

IQVIA is seeking a Manager, Operations & Enablement to own and optimize the Client Services operating model, governance, and enablement capabilities across product, customer success and client services leadership. You will drive adoption of Gainsight, Intercom and related tooling, define KPIs, and lead scalable onboarding for enterprise accounts.

In this role you will partner with Product, Customer Success and leadership to translate strategy into repeatable ways of working, ensuring successful

Qualifications

• Bachelor’s degree or equivalent combination of education, training and experience.
• Experience in customer operations, customer success operations or enablement, within a data, technology, SaaS or professional services environment.
• Experience designing and embedding processes, governance and operating standards across client-facing teams.
• Hands-on experience administering and optimizing customer success or engagement platforms such as Gainsight, Intercom or comparable tools.
• Experience supporting product launches, change management, onboarding or enablement programmes.
• Strong analytical skills, including operational reporting, KPI development and interpretation of customer or adoption data.
• Excellent communication, stakeholder management and influencing skills.

Responsibilities

• Own and continuously improve the Client Services operating model, including workflows, SOPs, governance standards, playbooks and operational processes.
• Act as business owner for Client Services systems and tooling, including Gainsight, Intercom and related platforms, ensuring effective adoption, governance and optimization.
• Define and monitor operational KPIs, reporting and performance metrics, providing visibility of operational risks, trends and opportunities to leadership teams.
• Partner with Product teams to ensure successful launch readiness for new platform capabilities, including planning, communications, training, enablement and adoption tracking.
• Design and deliver scalable onboarding, training and enablement programmes for both internal Client Services teams and external customers.
• Develop and maintain customer-facing enablement resources, knowledge management tools and self-service support content to improve user adoption and experience.
• Lead client-specific adoption and enablement initiatives for selected Enterprise and Strategic accounts, supporting onboarding, engagement and long-term value realization.
• Collaborate with Customer Success, Customer Solutions Leads and Product teams to translate customer feedback, operational challenges and business requirements into scalable improvements.
• Drive continuous improvement initiatives that reduce operational complexity, improve consistency and create capacity for client-facing teams to focus on strategic customer engagement.
• Establish cross-functional governance and operating rhythms that support execution, accountability and successful delivery of strategic priorities.

Skills

Customer operations

Gainsight

Intercom

KPIs & reporting

Cross-functional leadership

Change management

Education

Bachelor’s degree or equivalent

Tools

Gainsight

Intercom

Job description

IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics, and human ingenuity to drive healthcare forward. IQVIA Medical Affairs is the proven partner to help generate trustworthy medical evidence that can drive the right stakeholder dialogue, at any point in the asset lifecycle. To improve healthcare decision-making and patient outcomes Manager, Client Services Operations and Enablement Expert Ecosystem is a technology platform (SaaS solution) within the Medical Affairs portfolio. It enables life sciences companies to identify, map, and engage healthcare experts globally, supporting insight generation, stakeholder engagement, and data-driven decision-making. Leveraging IQVIA's industry-leading data assets, technology capabilities, and healthcare expertise, Expert Ecosystem helps pharmaceutical and biotech organizations better understand their stakeholder landscape, accelerate evidence generation, strengthen scientific engagement, and make more informed strategic decisions.

As Manager, Operations & Enablement, you will own the operating system behind IQVIA's Expert Ecosystem Client Services function. You will be accountable for the systems, processes, governance, reporting and enablement capabilities that help Client Services deliver a consistent, scalable customer experience. Working across Product, Customer Success and Client Services leadership, you will translate strategy into repeatable ways of working, drive operational excellence, and ensure product changes, customer communications and enablement activities are successfully adopted across the business. Some of your time will also focus on enablement activities supporting strategic customer accounts.

Responsibilities

• Own and continuously improve the Client Services operating model, including workflows, SOPs, governance standards, playbooks and operational processes
• Act as business owner for Client Services systems and tooling, including Gainsight, Intercom and related platforms, ensuring effective adoption, governance and optimization
• Define and monitor operational KPIs, reporting and performance metrics, providing visibility of operational risks, trends and opportunities to leadership teams.
• Partner with Product teams to ensure successful launch readiness for new platform capabilities, including planning, communications, training, enablement and adoption tracking.
• Design and deliver scalable onboarding, training and enablement programmes for both internal Client Services teams and external customers.
• Develop and maintain customer-facing enablement resources, knowledge management tools and self-service support content to improve user adoption and experience.
• Lead client-specific adoption and enablement initiatives for selected Enterprise and Strategic accounts, supporting onboarding, engagement and long-term value realization.
• Collaborate with Customer Success, Customer Solutions Leads and Product teams to translate customer feedback, operational challenges and business requirements into scalable improvements.
• Drive continuous improvement initiatives that reduce operational complexity, improve consistency and create capacity for client-facing teams to focus on strategic customer engagement.
• Establish cross-functional governance and operating rhythms that support execution, accountability and successful delivery of strategic priorities.

Qualifications & Experience

• our ideal candidate will have Bachelor’s degree, or equivalent combination of education, training and experience.
• Experience in customer operations, customer success operations or enablement, within a data, technology, SaaS or professional services environment.
• Experience designing and embedding processes, governance and operating standards across client-facing teams.
• Hands‑on experience administering and optimizing customer success or engagement platforms such as Gainsight, Intercom or comparable tools.
• Experience supporting product launches, change management, onboarding or enablement programmes.
• Strong analytical skills, including operational reporting, KPI development and interpretation of customer or adoption data.
• Excellent communication, stakeholder management and influencing skills.
• Ability to drive change across cross‑functional teams without direct authority.
• Previously led, shaped & motivated and grown a talented team, creating an environment where people thrive.
• Experience in life sciences, healthcare technology or pharmaceutical services is preferred.

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.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.