International Client Service Manager

vor 2 Wochen

Basel, Schweiz IQVIA Argentina Vollzeit

About the Role:As an International Client Service Manager at IQVIA, you will play a pivotal role in enhancing our clients’ perception of IQVIA and adding value to our services. This role is a major enabler for our HQ key account managers to achieve ambitious growth targets and deliver exceptional data stewardship, acting as a trusted advisor for assigned HQs. You will drive information renewal business and enable more efficient account management at a global or European level through targeted framework agreements and processes.

Key Responsibilities:

Client Facing:

  • Support IQVIA growth by freeing up Account Directors for more client-facing time, offering Premium Support Services, and identifying cross- and upsell opportunities for both multinational and local data services.

  • Organize logistics for client-facing initiatives such as lunch and learns, data and service clinics, strategic management reviews, round tables, and industry events.

  • Manage multi-country quotation and contracting processes, including coordination of national and subnational data insights, cross-country project delivery, regional contract creation and renewals, contract centralizations, and DaaS projects.

  • Serve as a single point of contact for escalation and address data/service quality issues.

  • Monitor IQVIA services by implementing and maintaining the Service Level Policy and conducting service review meetings.

  • Improve data quality and market insights through initiatives like market mapping, new product/service frontline enquiries, and client-specific marketing initiatives.

  • Manage small key accounts.

  • Oversee MSA and Commercial Framework Agreement related contracting processes and manage all client-related due diligence processes.

Internal:

  • Ensure account management excellence by collaborating on account planning with HQ KAM and local KAM.

  • Support RFPs and RFI processes.

  • Gather data for specialist areas and conduct data validations to support IQVIA products.

  • Provide sales support for 3rd party agreements, SFDC, BNF, and cash-flow improvement processes.

  • Manage a team of 3 off-shore resources, including work task allocation and performance-related tasks.

  • Lead customer satisfaction and customer success initiatives, including trainings, business review meetings, and strategic learning sessions (lunch and learns, data and service clinics, SMRs, etc.).

Skills and Competencies:

  • University degree in Science or Economy with at least 5 years of experience in the provider or Pharma/Lifesciences industry.

  • Autonomous working style with strong teamwork skills.

  • Leadership and people management experience.

  • Proficiency in account management activities, including financial acumen, budgeting and contracting, account planning, relationship building with key contacts, and negotiation skills.

  • Ability to interpret analytical reports.

  • Familiarity with CRM systems and financial processes.

  • Excellent communication skills, with the ability to present complex content to diverse audiences.

  • Experience working in a matrix organization with collaborators in different geographies.

  • Excellent command of spoken and written English; additional languages (German, French, Spanish, etc.) are an asset.

Benefits:

  • Competitive salary and benefits package.

  • Opportunities for professional development and career growth.

  • Collaborative and innovative work environment.

  • Flexible working arrangements.

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

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