Description
IQVIA Medical Communications is seeking an Associate Director, Client Services to drive growth, quality and customer relationships across account(s) in our global business.
The role objective is to manage, grow and deliver high-quality services to selected key accounts, led by a team of Account Handlers. Key responsibilities include:
Growth
- Take responsibility for financial performance of accounts serviced by the team, including achieving growth, revenue and profitability targets and ensuring accurate forecasting
- Design and implement Account Growth Plans for allocated accounts to drive organic expansion and new business
- Collaborate with Business Development teams to ensure inclusion of IQVIA Medical Communications account growth objectives into wider IQVIA account plans
- Maintain overview of all IMC work across allocated accounts, identifying opportunities to cross-sell solutions and extend relationships with clients
- Support strategic pricing initiatives, ensuring inclusion of IMC services within IQVIA pricing tools
Client relationships and business development
- Serve as a senior client/sponsor strategic partner across team accounts, cultivating relationships to uncover new opportunities and accelerate growth
- Increase portfolio revenue by leading business development proposals for accounts serviced by the team
- Maintain a deep understanding of the relevant therapeutic landscape pertaining to client accounts and studies
- Contribute to maintaining strong hit and strike rates and improving over time
- Cultivate an external presence and attend key conferences and site training meetings to engage potential clients and identify new business opportunities
Quality
- Lead account team to develop and execute high-quality strategies and programmes that are delivered with excellence
- Deal with delivery challenges, escalating to the Director, Client Services/Associate Account Management Quality Director as required
- Champion process optimisation and ensure consistent adherence to best practices across the accounts
- Take responsibility for customer satisfaction for accounts, identifying areas for improvement and ensuring action to address
Internal collaboration
- Map Account stakeholders internally and maintain a program of contact to maintain relationships/governance
- Build profile internally as a subject matter expert and ambassador for IMC within wider IQVIA
- Participate in collaborative service development and business development activities as required
- Maintain strong collaborations across Account Management team, Customer Excellence function delivery teams to enable quality and efficient delivery
Team leadership
- Line manage and mentor the Account Management team delivering selected accounts, supporting and developing them to achieve their goals and develop new skills