Description
The Senior Customer Success Associate serves as a key client support and delivery partner responsible for ensuring the accuracy, quality, and successful execution of measurement projects.
This role manages critical project documentation, conducts rigorous quality control and validation processes, develops initial client insights, and serves as a trusted day-to-day resource for clients and internal stakeholders.
Client Delivery & Operational Excellence
- Own and maintain recurring client deliverables, including mapping files, cost files, raw data validation, and quality control documentation.
- Perform second-pass QC, validation, and issue resolution to ensure deliverables meet IQVIA quality standards and client specifications.
- Ensure deliverables are completed accurately, on time, and aligned with client business objectives and contractual requirements.
- Identify, troubleshoot, and resolve data, reporting, and operational issues in partnership with internal subject matter experts.
- Continuously identify opportunities to improve workflows, increase efficiency, and reduce delivery risk.
- Monitor project execution and proactively communicate risks, concerns, and status updates to project leadership.
Client Partnership & Support
- Build and maintain strong working relationships with clients and support their day-to-day needs.
- Collaborate with clients on document setup, maintenance, and ongoing optimization.
- Train clients on how to effectively utilize deliverables, reporting tools, and measurement outputs.
- Respond to client inquiries through research and analysis that demonstrate a deep understanding of the client’s business, measurement objectives, and market dynamics.
- Partner with Engagement Managers to maximize the value clients receive from IQVIA products and services.
- Advocate for client success while balancing operational requirements and delivery standards.
Data Analysis & Insight Development
- Conduct strategic analysis and interpretation of paid media and measurement performance data.
- Translate complex datasets into meaningful findings and initial client narratives.
- Support the development of insights, recommendations, and storylines that help drive client decision-making.
- Validate data accuracy and investigate anomalies to ensure insight integrity.
- Contribute to presentations, reporting materials, and client discussions by providing data-driven perspectives and recommendations.
- Maintain proficiency across IQVIA Digital Measurement tools, methodologies, and operational processes.
Team Development & Cross-Functional Collaboration
- Mentor and train Account Coordinators on delivery processes, quality standards, and analytical best practices.
- Collaborate effectively with Sales, Product, Delivery, Data Management, and other internal teams to ensure alignment on client goals and project execution.
- Share knowledge, best practices, and lessons learned to improve team effectiveness.
- Support onboarding, training, and process education for both clients and internal stakeholders as needed.
Qualifications
- Experience with Paid Media such as Digital, TV, Audio, Search, Social, etc.
- Strong analytical and problem-solving skills with the ability to interpret complex datasets and identify actionable insights.
- Experience managing quality control, data validation, and client deliverables.
- Excellent communication skills with the ability to explain complex concepts clearly to clients and internal teams.
- Ability to manage multiple priorities and projects in a fast-paced environment.
- Strong attention to detail and commitment to delivery excellence.
- Demonstrated ability to collaborate across teams and build productive working relationships.
- Media agency background preferred
- 1-4 years experience