Client Services Support

Summary :

Responsible for the operational support, management and support of the information business in collaboration with the respective Key Accounts Manager/s, finance, Tech, consulting and Information Business Team members, to ensure the overall successful management of the assigned accounts and optimal client satisfaction.

Responsibilities:

• Manage all Renewal Contracts, New Contracts, CDA, Amendments, SOW Contracts, Participations Contracts, EOA and Quotes (and maintain version control of these templates) and also Academic contracts on an ad hoc basis, in accordance with set SOPs and in collaboration with KAMs. DocuSign process is included here.
• Monthly creation, update and checking of constructed classes, geocoding and bricks in the Web Portal IV (And subsequent versions)
• Manage the NDF, in collaboration with global team by uploading all package inserts and launch letters or new pricing into the main repository for all new launches/new pack lines, ensuring audit integrity
• Manage Web Dispatch in collaboration with the MPH team to ensure all renewals and new contracts are updated and loaded timeously.
• Work closely with the TPA (Third Party Agreement) team on data sharing requests. Assist clients step by step with the full process and ensure clients and their third parties are accommodated to view and/or utilise IQVIA licenced data
• Ordering of Qlikview/Qliksense/ Flexview/RepFocusApp Licences. Installation assistance with licences. Keeping the client allocations up to date and informing finance to update and invoice accordingly
• Update and maintain all Client Contact lists for distribution of the Monthly Feedback report and any GM or general IQVIA emails to clients
• Manage monthly client reports and Weekly Uptake reports: by setting up territories, constructed classes, delivery to FTP or Webportal and liaising with clients regarding changes and updates.
• Manage Sub-National and Fastrack reports, territory and product classes (Web Portal), resolve client queries.
• Act as a point of contact on (base) Information services for KAM's
• Assist KAM's wherever required with all information services.
• Process ad hoc requests by creating EOAs (Quotes), sending to clients and follow up on approvals and PO. (CRM system ie SFDC is NB to know since new clients have to be loaded, the CPQ system should/may be used to generate quotations, so knowledge of these systems is important to be able to carry out numerous processes.
• Load tickets, generate and check reports, and deliver to clients
• Support KAMs with report processing and checking on the FTP and actioning any requested changes on the Web Portal.
• CRM Management (updates to staging and opportunities), creating new opportunities (in case of urgency), documentation follow ups and documentation submission for BNF process. This includes loading tasks for finance team concerning said BNF’s or account and invoice queries.  Revised BNF’s is a recent process which has come to the fore and is complex in nature.
• Support KAM with Rep Focus App by uploading the Web Portal, updating inputs from clients and adding users on qliksense server. Managing any queries from the Rep Focus users in the Go SA Support email inbox or forwarding to Tech team members once query is clearly defined
• Build relationships with KAMs’ and own clients' key contacts
• Basic training for clients on "base"/Information reports and use of qlikview, qliksense, flexview and other analysis tools.
• Send out relevant client communication emails re Information Business.
• Carry out any other relevant requests from Information Business Team Leader e.g., Mini Projects or trackers which affect the Client Service Managers

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 https://jobs.iqvia.com