Client Service Representative

Job Overview:

This role requires a dedicated and highly “client focused” individual who has strong project implementation, client service, detailed and order change management. The CSR-client service person serves as the go-to between clients, sales and delivery team with OneKey customized projects, showcase product capabilities and client migrating to new solutions to maximize revenue for the business. This person must possess the ability to communicate with clients and quickly resolve any issues with data deliverables.  

This individual should also possess the technical skills required to run basic metrics, data usage reports and showcase the OneKey assets for highly customized projects.

Role/Core Responsibilities:

• Client facing and high touch support: Serves as the go to person between sales, client and delivery with order coordination, implementations, automations, order entry for customized jobs, run analytical reports based on client specifications, and drafts SOWs to maximize revenue.
• Help migrate clients to new platforms, work with stakeholders on automation, uses a consultative approach to help ROH sales secured new clients.
• Keeps clients and internal teams updated on data delivery turnarounds, documents any delays and/or open a VIA ticket  
• Ensure completion of all orders within time requirements and meets SLAs at 99.8% one-time data delivery
• Engage with clients over technical questions about very complex and non-routine data inquiries, data layouts and project criteria requirements
• Run data usage reports for the products by client & business specifications to help maximize renewals 
• Facilities technical calls/meetings with clients and/or internal teams, as needed to onboard new projects or new clients
• Run basic metric reports via Count Estimator on behalf of Sales, Account Managers and Customer Service teams
• Provide internal teams with PODs (proof of delivery) for client projects delivered, complying with ISO requirements
• Supports sales on data delivery order flow, life on an order, documentation, and best practices to avoid delays  
• Ensures data delivery orders are seeded in accordance with IQVIA’s policy and standards
• Oversees that pre-build orders are moved to Production and with all required instructions to build order
• Oversees that data delivered is in compliance with TPAs and coordinates missing information with the Admin teams
• Serve as delivery operations process/policy library for the Sales, Account Managers and Customer Service teams
• Maintain and stay up-to-date on all database changes, SOPs and is fully certified on CoE’s product offerings
• Other duties as assigned by department manager or business need

Qualifications:

• Prefer 4-5 years of experience supporting clients in a client facing or with operations effectives
• Solid client project coordination and implementation of new solutions/platforms & order change mgmt
• Ability to communicate effectively with various levels in the organization and clients
• Agile and strong critical thinking skills, able to “think outside the box”.
• Comfortable with training teams sales and showcase clients on OneKey product capabilities
• Solid quality assurance/QC to run POD audits & publish productivity reports, as needed  
• Good understanding of Salesforce, CRM, and Order Entry Tools, a plus
• Good understanding of Healthcare industry (a plus)
• Strong skilled in problem resolution and strategy design for automations & next generation data solutions
• Good skill with Excel, AI basics, Pivot-Tables, Microsoft Word, and MS Outlook

Training Provided:

• The individual will be given a 30/60/90-day training plan
• And assigned SMEs (subject matter experts) to assist, as needed.

Position: Full-time

Hours:  8-5 pm (flexibility start time available).

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

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $49,500.00 - $124,000.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.