Description
As a Client Support Liaison, you will serve as the primary support liaison between the client and IQVIA for part of a large or mid-sized market or an assigned group.
You will maintain post-sale contact with clients, ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship.
Essential Functions
- Ensures fulfillment of contract specifications or possibly ad-hoc requests of the customers to build client satisfaction.
- Builds, establishes and maintains effective business relationships with clients to proactively support their needs as their day-to-day contact.
- Partners with clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
- Monitors performance against existing service agreements and ensures client’s obligations are met.
- Researches, analyzes and responds to client inquiries that may be very complex and non-routine.
- Conducts product/services and process training for clients and other employees.
- Conducts service meetings at client sites. May partner with the account manager to identify client business issues and provide solutions.
- May represent IQVIA on external client projects.
Qualifications
- Bachelor's Degree
- 3-5 years of related experience
- Broad knowledge of the concepts, practices, and procedures of the client service representative field
- Broad knowledge of IQVIA products and the pharmaceutical industry
- Meeting facilitation, presentation, and training experience
- Proficiency in PC applications, such as Excel
- Works willingly and effectively with others in and across the organization to accomplish team goals.
- Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
- Demonstrated problem solving, analytical and strong customer service skills
- Demonstrated ability to develop and maintain relationships in a diverse business
- Effective time management skills
- Ability to travel to clients and IQVIA offices as appropriate up to 10%
The potential base pay range for this role, when annualized, is $53,000.00 - $132,600.00.