Director of Client Services

IQVIA LLC; Northborough (MA); On-site; USD 150,000 - 165,000; Full time

Job summary

IQVIA LLC is seeking a Director to lead a high-performing, patient-centric client services program spanning multiple products and disease states. You will oversee strategy, operations, and team performance to support a large pharma copay initiative.

Responsibilities include end-to-end program design and execution, client partnership, and resource management. You will lead and develop managers, monitor KPIs, and ensure compliance, governance, and timely program updates.

Qualifications

• Bachelor’s degree with 7+ years in healthcare, service, or information-based industries, including leadership.
• Strong knowledge of specialty pharmacy and its integration with manufacturers and payors.
• Proven leadership, coaching, and staff development experience.
• Excellent communication and presentation skills.

Responsibilities

• Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives.
• Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication.
• Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development.
• Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management.
• Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives.
• Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders.
• Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence.
• Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery.
• Drive change management initiatives, including program enhancements and CRM/system updates.
• Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations.
• Represent the program in governance forums, including QBRs and strategic planning sessions.
• Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities.

Skills

Leadership

Communication

Analytical skills

Program management

Budget management

Customer-focused mindset

Problem-solving

Change management

Microsoft Office proficiency

Stakeholder management

Education

Bachelor's degree

Tools

CRM systems

Database management tools

Microsoft Office

Job description

Director, Client Services Programs

We are seeking a Director to lead a high-performing, patient-centric client services program. This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states.

Key Responsibilities

• Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives
• Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication
• Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development
• Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management
• Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
• Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders
• Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence
• Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery
• Drive change management initiatives, including program enhancements and CRM/system updates
• Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations
• Represent the program in governance forums, including QBRs and strategic planning sessions
• Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities

Qualifications

• Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience
• Strong knowledge of specialty pharmacy and its integration with manufacturers and payors
• Proven leadership skills with experience coaching, motivating, and developing high-performing teams
• Excellent communication and presentation skills with strong interpersonal effectiveness
• Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders
• Strong analytical and organizational skills, with experience managing complex data and reporting processes
• Experience with financial and budget management
• Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence
• Customer-focused mindset with strong professionalism, empathy, and service orientation
• Strong problem-solving, critical thinking, and active listening skills
• Advanced technical proficiency, including Microsoft Office and database management tools
• Contact center experience, including script review and training, 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 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 is $150,000 - $165,000 annually. 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.

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.