The Client Service Specialist role combines operational excellence with strategic client management. This position ensures the accuracy and fulfillment of all contracted and custom deliverables while also serving as a primary point of contact for clients, supporting their needs, and strengthening long-term relationships.
Requirements
- Ensure all contracted reports and client deliverables meet specifications for accuracy, timeliness, and quality.
- Review client data requirements and validate all components of deliveries, including dashboards and custom files
- Follow IQVIA data verification protocols and navigate tools
- Manage market and sales force alignments, update internal files and client input files in a timely manner.
- Execute data validation, identify discrepancies, and proactively resolve issues or escalate when needed.
- Respond to routine client inquiries; produce ad hoc analyses as required.
- Support preparation and documentation for client service meetings.
- 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, thorough review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality
- Manage and attend client service meetings.
- Ownership of the management of new business delivery implementation
- Could fulfill client KPO (on-site) if required
- Represents IMS on external client projects.
- Represents other Client Engagement Analysts in their absence
- Conduct service meetings at client sites.
- Researches, analyzes, and responds to client requests
- Maintains effective internal communications with Sales and Client Service to keep all apprised-on activities with the client
- Act as the day to day client contact for assigned accounts, ensuring expectations are met and client satisfaction is maintained.
- Review and verify final deliverables before release; address client questions and manage expectations when issues arise.
- Partner with Account Managers and Sales to strengthen client relationships, expand usage of IQVIA services, and identify growth opportunities.
- Conduct service meetings, client training sessions, and product/process overviews as needed.
- Maintain strong internal communication with Sales, Data Operations, and cross-functional teams to ensure alignment.
- Monitor service agreements to ensure IQVIA and clients meet obligations.
- Support or lead client escalations that require an in-depth understanding of therapeutic markets, business lines, or IQVIA methodologies.
- Mentor junior team members and represent management when required.
- Under broad guidance, ensures clients obtain maximum value from products and services to facilitate a positive and productive long-term relationship, either broad client or offering focused.
- 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.
- Maintains effective internal communications with sales and client service support to keep all apprised-on activities with the client.
- Represents IQVIA on external client projects.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance