Senior Client Services Analyst

Key Responsibilities

Overall purpose of the job: To deliver first in class service to our clients and ensure optimal usage of GMI Syndicated Analytics products thus facilitating a positive and productive long-term relationship.

Client facing responsibilities:

• Establish and build positive client relationships with clients understanding their requirements in terms of data and services for the Analytics Link Ecosystem
• Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
• Resolve detailed and complex client data queries in a timely manner using in-depth knowledge of Analytics Link suite of modules and links with a strong focus on Forecast Link and its methodology.
• Process users access requests
• Conduct customized and syndicated client trainings on Analytics Link modules and links as well as adhoc training sessions or workshops.
• Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data.
• Manage and produce client ad-hoc requests
• Approve client trials (and collaborate with the Sales team for its implementation)
• Circulate client survey feedback form regularly

Internal responsibilities:

• Collaborate with Client Service Sales Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution
• Support the wider Global Market Insights team (especially Client Service) acting as a subject matter expert for Analytics Link Solution
• Support the Analytics Link Service team lead in driving and implementing initiatives globally. Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
• Provide client feedback to the AL Service lead the Offering team (opportunities for platform and content development) and the Sales team (flag business risks and opportunities).
• Support Sales team in producing and interpreting Analytics Link clients usage statistics.

Your Profile

Essential experience:

• Good understanding of MIDAS sales and Prescribing Insights data understanding of other Global Market Insights core offerings a plus
• Experience with Forecasting (basic understanding of baseline generation and eventing)
• Experience with other IQVIA data assets a definite advantage e.g. Pipeline Protection datasets Market Prognosis etc.
• Experience with Market analysis at disease level (data analytics or qualitative PMR)
• 3 years of client facing experience (client service consulting or project management) ideally within the pharmaceutical industry.
• Understanding of basic epidemiological principles i.e. prevalence diagnosis and treatment rates. Basic understanding of different drug formulations dosage and frequencies of administration and prescribing information.
• Basic understanding of product lifecycle drug development processes and stages of development from pre-discovery to marketing authorization.

Technical Skills

• Highly numerate with strong analytical skills and attention to detail.
• Ability to manage client expectations with regards to timelines as well as product/service capabilities.
• Excellent IT skills. Microsoft office suite: Word/PPT/Excel Outlook/Teams
• Experience in using IQVIA MIDAS data or NPA/NDTI local audits.
• Experience in using Analytics Link or SGME (SMART-MIDAS) software a plus.

Personal Skills

• Bachelors degree/ Masters degree
• Excellent interpersonal written and oral communication skills. In particular ability to understand and communicate detailed analysis resolve complex data queries and manage clients expectations.

• Excellent presentation skills
• Excellent team player able to collaborate across departments/functions at all levels with multi-geographical/cultural teams
• Proactive and able to work under own initiative
• Strong organizational skills
• Japanese or Chinese as a 2nd language a plus

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