Description
The Senior Customer Success Associate plays a key role as a client support and delivery partner, responsible for ensuring the accuracy, quality, and successful execution of measurement projects.
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
- Bachelor's degree or higher required.
- 5-8 years of related experience in consulting and/or life sciences industry.
- 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.