Client Services Manager

IQVIA MedTech Commercial Field Solutions, formerly known as Novasyte Health, partners with medical device and diagnostic companies to deliver flexible service solutions to their customers. Providing contract sales, clinical and technical support teams, the Commercial Field Solutions team brings market knowledge and experience to tackle many different challenges. Areas of expertise include, case coverage, clinical in-servicing, product launches, phone support, inside sales and recall management.

Job Overview:

Manages a group of client service professionals within a part of a large or mid-sized market or an assigned group.

Maintains and manages relationship with clients and delivers expectations on consultant and customer needs. Partners with clients directly to deliver results in recruitment needs, scheduling, billing, program health, problem-solving, and conflict resolution. Works directly with members of the Operations Team, such as the Corporate Schedulers and Healthcare Recruiters, to help select top talent and schedule project fulfillment. Supports business development by growing and developing client relationships, ensuring program effectiveness, and forecasting business. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions:

• Manages a portfolio of IQVIA MedTech accounts by maintaining high level of client support and interfacing daily with client liaisons. 
• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
• Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
• Performs full assessments of client needs on a regular basis.
• May provide input into local client service strategy.
• Effectively communicates with client contacts to further develop and establish partnerships to effectively drive business to the organization.
• Works closely with Corporate Scheduler to maintain accurate project assignments and travel requirements.
• Communicates to Corporate Scheduler when project changes are requested by clients.  Provides client with reports when requested.
• Assists Healthcare Recruiters with prioritization of recruitment needs, fine tuning recruiting strategies, and managing recruitment.
• Oversees client interview process, inclusive of coordinating candidate/client interviews, conducting prep call with candidate, and following up on client satisfaction in recruitment progress.
• Builds strong professional relationships with clients and consultants to foster a positive IQVIA MedTech experience.
• Manages escalation of personnel issues, inclusive of disciplinary action and conflict resolution
• Collaborates with Payroll and Finance teams to audit timecards, expense reports, and invoices on a weekly basis.
• Collaborates with Sales team to ensure program effectiveness and maintains operational forecast.
• Foster growth and expansion in current accounts by understanding client needs, identifying opportunities for expansion, and making suggestions to grow accounts.
• Seek understand and problem solve issues which may arise when placing consultants on assignments.
• Identify themes and reoccurring issues which may need to be addressed in the spirit of continuous improvement and consultant satisfaction.
• Develop strong relationships with key internal partners, such as Payroll, Expense Management and Human Resources to ensure optimization of business processes and consultant/client satisfaction.
• Being well versed in industry specifics and can provide guidelines to other team members such as credentialing processes, wage rate negotiation, etc.
• Evaluates applicant qualifications by interviewing applicants, analyzing responses, verifying references, and comparing qualifications to job requirements.
• Negotiate wage rates and other terms of employment with candidates.

Qualifications: 

• 2+ years’ experience in an account management, people management, or customer success role.
• Experience in recruiting preferred.
• Experience in healthcare and/or staffing industry preferred, inclusive of but not limited to medical device, pharmaceutical, diagnostics or biotech.
• B.S. Degree preferred or relevant minimum 4-years’ experience.
• Willing and able to travel up to 15%.
• Be available to work before/after typical office hours as work may demand.
• Growth mindset with a desire to learn and advance in a fast-growing environment.
• Solutions-oriented with a proactive approach to problem-solving and conflict resolution
• Strong communication skills, including ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing in difficult, multi-discipline projects.
• Ability to work in a team-oriented environment as a collaborative team player and leader.
• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
• Ability to exhibit strong sense of urgency and timely response to unanticipated situations.
• Proficient using basic software programs and required technology.
• Ability to talk on the phone and sit for extended periods of time.
• Familiarity with Microsoft operating system, applicant tracking tools, time and expense systems, and travel management tools.

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