Représentant Des Services À La Clientèle 3, Mesure Numérique (télétravail) / Client Services Representative 3, Digital Measurement (remote)

IQVIA Digital Team Member

IQVIA Digital offers exceptional brand experiences, delivering innovative solutions based on a customer-first, insights-driven, and integrated omnichannel vision. We provide authenticated, enhanced data and analytics, innovative fit-for-purpose healthcare technology, and the expertise to enable an effective and adaptable marketing model that drives better quality of care and patient outcomes. IQVIA is the leading global provider of data, advanced analytics, technology solutions and clinical research services for the life sciences industry.

The IQVIA Digital team within IQVIA was purpose built to provide new and novel solutions spanning data transformation/management (healthcare provider)/Consumer marketing consultation, and advanced analytics. The Digital Enablement Measurement Operations team provides the project execution knowledge supported by operational tools that enable efficiency and scale enabling the expertise of our clinicians, statisticians, and others to support the delivery of measurement projects to our clients.

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.

Essential Functions:

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.

• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact including project plan maintenance, possibly focused on a specific product or service.

• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality, including conducting quality control reviews of data which supports client deliverables.

• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.

• Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.

• Monitors performance against existing service agreements and ensures client's obligations are met.

• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.

• May conduct product/services and process training for clients and other employees.

• May conduct service meetings at client sites.

• Represents IQVIA on external client projects.

• May mentor and lead other client service reps and represent the manager in their absence.

Qualifications:

• Bachelor's Degree Required

• Minimum of 4 years of related work experience

• You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.

• Excellent communication and interpersonal skills

• Good problem solving skills

• Strong data quality review skills

• Digital marketing agency experience including understanding of key performance indicators

• Excellent customer service skills

• Sound judgment and decision making skills

• Strong software and computer skills, including MS Office and Project Management applications

• Ability to establish and maintain effective working relationships with coworkers, managers and clients