Client Services Lead

IQVIA; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

IQVIA in Bengaluru seeks a Client Service Representative to ensure client value and long-term relationships across products and services. You will fulfill contract specs, support ad-hoc requests, and collaborate with sales to expand usage and uncover revenue opportunities.

The role includes training clients, conducting service meetings, and representing IQVIA on client projects while traveling as needed. Strong communication and problem-solving skills required.

Qualifications

• Bachelor's degree required.
• 4 years of related work experience required.
• 1–2 years experience as an IQVIA Client Service Representative.
• Broad knowledge of client service concepts and IQVIA products.
• Meeting facilitation, presentation and training experience.
• Proficiency in PC applications, such as Excel.
• Strong communication and ability to analyze large data sets.
• Willingness to travel to clients and IQVIA offices.

Responsibilities

• Fulfill contract specifications and ad-hoc client requests to maintain satisfaction.
• Assist team to maintain effective client relationships as day-to-day contact.
• Ensure product deliverables meet customer specs, on time and quality.
• Explain and expand usage of IQVIA deliverables to derive revenue opportunities.
• Maintain internal communications with sales and client service support.
• Monitor performance against service agreements and client obligations.
• Research and respond to client inquiries requiring in-depth understanding.
• Conduct product/services and process training for clients and employees.
• Lead service meetings at client sites.
• Represent IQVIA on external client projects.
• Mentor other reps and stand in for manager.

Skills

Excel

Communication

Problem solving

Customer service

Data analysis

Relationship building

Education

Bachelor's degree

Job description

Job Overview

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.

Essential Functions

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
• Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.
• Monitors performance against existing service agreements and ensures client's obligations are met.
• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
• May conduct product/services and process training for clients and other employees.
• May conduct service meetings at client sites.
• Represents IQVIA on external client projects.
• May mentor and lead other client service reps and represent the manager in their absence.

Qualifications

• Bachelor's Degree Req
• Four (4) years of related work experience Req
• One (1) to two (2) years experience as an IQVIA Client Service Representative Req
• Broad knowledge of the concepts, practices and procedures of the client service representative field Req
• Broad knowledge of IQVIA products and the Pharmaceutical industry Req
• Meeting facilitation, presentation and training experience Req
• Proficiency in PC applications, such as Excel
• Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
• Demonstrated problem solving, analytical and strong customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment
• Ability to travel to clients and IQVIA offices as appropriate

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.