European Client Service Manager

Join us on our exciting journey

IQVIA is The Human Data Science Company, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

European Client Service Manager

Team – Client Service

Location – London, UK

Role Purpose

• Accountable for end-end service relationship for assigned Head Quarter (HQ) clients, driving a consistent service agenda.
• Partner with the Global or European Key Account Manager (G/EKAM), to identify opportunity and  to achieve the required growth, of both the client and IQVIA.
• Build relationships with a wide set of client stakeholders at a regional level to achieve trusted advisor status.
• Manage local/regional data subscriptions, growing revenue by leveraging the full IQVIA offerings and identifying new business opportunities.
• Driving the strategy and delivering against commercial objectives. 
• Drive the IQVIA service excellence agenda across client organisations.

Principal Accountabilities

• Understand client priorities to achieve or exceed assigned revenue, service excellence and growth goals for assigned account(s).
• Support G/EKAM's on regional contract renewals and pursuit of multi-country engagements to expand annual contracts and identify new business opportunities.
• Accountable for client service support for subscription services
• Ownership of data investigations and other questions affecting the clients use and understanding of the IQVIA portfolio.
• Monitor client satisfaction for contracted deliverables, working with other IQVIA teams across countries to maintain a high level of customer satisfaction.
• Ensure a proactive role in contract strategy, monitoring and resolving hygiene questions at a regional and local country level.
• Lead face to face quarterly service reviews with clients focusing on on-going account satisfaction improvement by building strong relationships and targeted action plans.
• Manage all service-related activities included in the regional Service Level Policy (SLP).
• Contribute to regular account planning sessions, highlighting the service agenda.
• Continuously develop and update own knowledge and understanding of IQVIA organisation and services together with the dynamics of the Healthcare industry and those of own client base.
• Participation in projects to deliver against the IQVIA Bolder, Smarter, Leaner objectives.

Qualifications, Experience, Technical and Personal Skills

• Relevant account management and customer service experience.
• Healthcare market experience.
• Bachelor's degree or equivalent.
• Outstanding presentation and problem solving.
• Strong interpersonal skills and relationship management experience.
• Ability to work under own initiative, and enthusiasm to drive the relationship required to be successful but also ability to work as part of a large matrix team.
• Strong attention to detail.
• Excellent language skills in English.
• Strong systems skills, MS Office, SFDC etc.
• Excellent communication, negotiating and planning skills

Why Join?

You can drive your career at IQVIA and choose the path that best defines your development and success. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries. We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

It's an exciting time to join and reimagine what's possible in healthcare.

Moving healthcare forward. Together.

IQVIA is a strong advocate of diversity and inclusion in the workplace. We believe that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our success. We believe that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential.

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