Associate Director, Client Services

Job Overview:

Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service to client ensuring client obtains maximum value from products and services.
Principle Accountabilities:
Manages a staff of client service professionals providing direction professional guidance and developmental opportunities.
Oversee team workload distribution and proactively manages resource allocation to ensure optimal support across multiple clients.
Works closely with clients to maximize the value of IQVIA services by translating client requirements into actionable plans and ensuring smooth execution throughout the delivery 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 periods and negotiates resources with internal departments).
Supports the development revision and ongoing maintenance of client service agreements across business lines ensuring alignment and consistency in service delivery.
Leads client account teams to assess needs and communicate insights promptly to stakeholders. Conducts thorough assessments gathers data from various departments and accurately conveys information.
Oversee the team responsible for conducting comprehensive training on IQVIA databases products and service protocols (such as report submission deadlines) as required.
Collaborates with account management to inform pricing strategies by contributing insights and feedback on potential new and existing client opportunities.
Collaborates cross-functionally to shape and enhance regional and local client service strategies leveraging insights from client interactions and team performance.
Establishes and enforces a client escalation process to ensure prompt and effective issue resolution by analysts escalating as needed to management for timely outcomes and client satisfaction.
Leads a team engaged in product testing and new solution development ensuring client-centric innovation through rigorous evaluation feedback integration and cross-functional collaboration.
Leads the recruitment and onboarding process for new analysts including defining role requirements participating in interviews and ensuring smooth integration into the teams workflows and culture.
Contributes to and helps lead operational initiatives that enhance the creation of deliverables by streamlining internal processes aligning resources and integrating feedback from key stakeholders.

Minimum Education Experience & Specialized Knowledge Required:

Bachelors degree or equivalent.
Minimum of seven (7) years related experience in the service and/or information industry.
Two (2) years experience as an IQVIA Client Service Rep preferred.
Management experience.
Pharmaceutical industry experience preferred.
Three (3) to four (4) years of experience using IQVIA data and products preferred.
Proficient in PC applications including:
Microsoft PowerPoint
Microsoft Excel
Microsoft Teams
Smartsheet (Preferred)
Salesforce: (Preferred)

Additional Requirements:

Business acumen (knowledge of the pharmaceutical industry including the applications for IQVIA data).
Change management/process analysis skills.
Effective communication skills including the ability to train present and deal tactfully with clients.
Project management experience in overseeing or contributing to complex multi-discipline projects.
Managerial skills including a strong focus on team building.
Knowledge of IQVIA databases preferred.

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

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. potential base pay range for this role when annualized is $79600.00 - $221900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge skills education and experience; location; and/or schedule (full or part-time). Dependent on the position offered incentive plans bonuses and/or other forms of compensation may be offered in addition to a range of health and welfare and/or other benefits.