Client Service Representative

Job Overview

Under broad direction serves as a trusted advisor and strategic partner to clients ensuring they derive maximum value from IQVIAs Global Market Insights (GMI) solutions products and services. Builds and maintains strong client relationships by delivering exceptional service driving adoption of insights and data assets identifying opportunities to enhance client value and supporting long-term client retention and growth. Acts as the primary point of contact for assigned clients and collaborates across commercial operational and product teams to ensure successful delivery and client satisfaction.

Essential Functions

Client Relationship Management

• Acts as a subject matter resource for GMI products services and market intelligence solutions.

• Develops and maintains strong trusted relationships with clients serving as the primary point of contact for operational service and product-related activities.

• Proactively engages clients to understand evolving business objectives challenges and information needs.

• Partners with clients to maximize the value of IQVIAs GMI data analytics insights and technology solutions.

• Leads regular service reviews and stakeholder meetings to communicate value discuss priorities and align on future opportunities.

• Delivers product service and platform training sessions for clients and internal stakeholders.
  

Service Delivery & Client Success

• Ensures contracted deliverables are executed accurately on time and in accordance with agreed quality standards and service-level commitments.

• Monitors and manages client satisfaction identifying and addressing risks issues and opportunities in a proactive manner.

• Oversees resolution of complex client queries ensuring timely and effective outcomes.

• Acts as an escalation point for client concerns and drives cross-functional resolution where required.
  

Analysis & Insights

• Demonstrates deep understanding of client business objectives the pharmaceutical and healthcare landscape and relevant therapeutic areas.

• Interprets client needs and translates them into actionable solutions using IQVIAs data insights and consulting capabilities.

• Supports clients in understanding market dynamics competitive intelligence customer behavior and industry trends.

• Identifies opportunities to enhance client decision-making through expanded use of existing products and services.
  

Cross-Functional Collaboration

• Collaborates with Operations Product Data Management Analytics Consulting and Commercial teams to ensure successful client outcomes.

• Maintains effective communication with internal stakeholders regarding client priorities opportunities risks and service requirements.

• Provides client feedback to product and operational teams to support continuous improvement initiatives.

Qualifications

Required Education & Experience

• Bachelors degree or equivalent combination of education and experience.

• Minimum 5 years of experience in client services account management market research business insights healthcare analytics or a related field.

• Demonstrated experience managing complex client relationships within the pharmaceutical biotechnology healthcare or life sciences industry.

• Previous experience working with pharmaceutical market data competitive intelligence market research or healthcare analytics preferred.
  

Knowledge & Skills

• Strong understanding of pharmaceutical and healthcare industry dynamics including commercial market access competitive intelligence and brand strategy environments.

• Working knowledge of IQVIA GMI offerings data assets analytics and insight solutions.

• Excellent stakeholder management and relationship-building skills across multiple organizational levels.

• Strong analytical problem-solving and consultative skills with the ability to translate data into actionable business recommendations.

• Demonstrated ability to manage multiple priorities and deliver exceptional client experiences in a fast-paced environment.

• Excellent verbal written facilitation and presentation skills.

• Experience leading client-facing discussions workshops and business reviews.

• Proficiency in Microsoft Office applications including Excel and PowerPoint.

• Ability to work effectively in a cross-functional and global environment.

• Willingness to travel as required to support clients and business needs.