International Client Service Manager

vor 1 Tag

Rotkreuz, Schweiz IQVIA 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.

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