Client Service Analyst (FIA/LAAD)

IQVIA; Wayne (NJ); On-site; USD 53,000 - 133,000; Full time

Job summary

IQVIA is seeking a Client Service Representative to maximize client value from IQVIA products and services. You will serve as the day-to-day contact, ensuring contract compliance, quality deliverables, and strong client relationships.

Travel to client sites and IQVIA offices may be required. You will collaborate with account teams to expand product usage, provide training, and represent IQVIA on client projects, mentoring junior reps as needed.

Qualifications

• Bachelor's Degree required
• 4 years of related work experience
• 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 Excel and PC applications
• Ability to communicate effectively at all levels and manage large datasets
• Strong problem-solving and customer service skills
• Ability to travel to clients and IQVIA offices
• Accreditation in multiple business lines of IMS service preferred

Responsibilities

• Ensure fulfillment of contract specs and client requests to boost satisfaction
• Assist in building and maintaining effective client relationships as day-to-day contact
• Confirm product deliverables meet customer specs, including timeliness and quality
• Collaborate with account managers to derive value from IQVIA products and identify opportunities
• Maintain internal communications with sales and client service teams
• Monitor performance against service agreements and client obligations
• Research and respond to client inquiries requiring in-depth knowledge
• Conduct product/services and processTraining for clients and staff
• Lead client service meetings at client sites as needed
• Represent IQVIA on external client projects and mentor junior staff

Skills

Excel

Communication

Customer service

Relationship building

Problem solving

Education

Bachelor's Degree

Tools

CRM software

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
• Four (4) years of related work experience
• One (1) to two (2) years experience as an IQVIA Client Service Representative
• Broad knowledge of the concepts, practices and procedures of the client service representative field
• Broad knowledge of IQVIA products and the Pharmaceutical industry
• Meeting facilitation, presentation and training experience
• 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
• Accreditation preferred in multiple business lines of IMS service certification program

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 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. https://jobs.iqvia.com/eoe

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.

The potential base pay range for this role, when annualized, is $53,000.00 - $132,600.00. 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.