Client Services Representative

IQVIA Argentina; Centurion; On-site; ZAR 350,000 - 450,000; Full time

Job summary

A leading global provider of clinical research services is seeking an Operations Support Specialist. In this role, you'll manage contracts and collaborate with key stakeholders to ensure client satisfaction. You'll be responsible for overseeing the documentation process, client communication, and maintaining effective relationships between clients and KAMs.

Qualifications

• Experience with CRM systems (SFDC) and data-sharing processes.
• Ability to manage contracts and maintain version control.
• Strong communication skills to assist clients effectively.

Responsibilities

• Manage all Renewal Contracts and related documents.
• Ensure timely updates for client contracts and reports.
• Support KAMs and maintain good client relationships.

Skills

CRM systems

Client communication

Data management

Job description

Summary :

Responsible for the operational support, management, and support of the information business in collaboration with the respective Key Accounts Manager(s), finance, Tech, consulting, and Information Business Team members to ensure the overall successful management of the assigned accounts and optimal client satisfaction.

Responsibilities:

1. Manage all Renewal Contracts, New Contracts, CDA, Amendments, SOW Contracts, Participations Contracts, EOA, and Quotes (and maintain version control of these templates), including Academic contracts on an ad hoc basis, in accordance with set SOPs and in collaboration with KAMs. Include DocuSign process here.
2. Monthly creation, update, and verification of constructed classes, geocoding, and bricks in the Web Portal IV (and subsequent versions).
3. Manage the NDF in collaboration with the global team by uploading all package inserts and launch letters or new pricing into the main repository for all new launches/new pack lines, ensuring audit integrity.
4. Manage Web Dispatch in collaboration with the MPH team to ensure all renewals and new contracts are updated and loaded timely.
5. Work closely with the TPA (Third Party Agreement) team on data sharing requests. Assist clients step by step with the full process and ensure clients and their third parties can view and/or utilize IQVIA licensed data.
6. Order Qlikview/Qliksense/Flexview/RepFocusApp Licences, assist with installation, and keep client allocations up to date, informing finance for updates and invoicing.
7. Update and maintain all Client Contact lists for distribution of the Monthly Feedback report and any IQVIA emails to clients.
8. Manage monthly client reports and Weekly Uptake reports: set up territories, constructed classes, deliver to FTP or Webportal, and liaise with clients regarding updates.
9. Manage Sub-National and Fastrack reports, territory and product classes (Web Portal), and resolve client queries.
10. Act as a point of contact on (base) Information services for KAMs and assist them as required.
11. Process ad hoc requests by creating EOAs (Quotes), sending to clients, and following up on approvals and POs. Knowledge of CRM systems (SFDC) and CPQ systems is essential.
12. Load tickets, generate, and check reports, and deliver to clients.
13. Support KAMs with report processing, checking on the FTP, and executing requested changes on the Web Portal.
14. Manage CRM (updates to staging and opportunities), create new opportunities, and handle documentation for BNF processes, including account and invoice queries.
15. Support KAM with Rep Focus App by uploading the Web Portal, updating client inputs, and managing user queries via the support email.
16. Build relationships with KAMs’ and clients' key contacts.
17. Provide basic training for clients on 'base'/Information reports and analysis tools like QlikView, QlikSense, FlexView.
18. Send relevant client communication emails regarding the Information Business.
19. Carry out other relevant requests from the Information Business Team Leader, such as mini-projects or trackers affecting Client Service Managers.

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