Specialiste du service à la clientèle / Client Service Specialist

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