Customer Success Manager - Healthcare Technology

About the role:

Manages a group of client service professionals within a part of a large or mid-sized market or an assigned group. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Develops, manages and delivers support services to the organization's sales force. Collects and interprets sales data and analytics, manages large sales initiatives, and provides operational support.

Responsible for retaining and strengthening current relationships. Works closely with account managers and sales specialists to ensure sales renewals. Liases with sales and delivery groups for clients.

Maximizes cross-sales opportunities through customer profiling with the ultimate goal of cultivating interest in other solutions and services.

Role Overview:

60% of the role is to ensure overall client satisfaction as prerequisite for further successful business development and 40% of the role is to secure and grow our base business revenue.

Responsibilities:

Under some guidance, coordinates IQVIA sales, consulting, service and business line activity to ensure that client needs are met by following an account plan to achieve IQVIA budget and client satisfaction targets.

Client Service

- Represents IQVIA to the client and the client to IQVIA in all service and sales related activity

- Manages basic to complex (approximately 3 to 5) accounts

- Builds client relationships across the client organization, from Business Insiders to Senior Executives

- Resolves 1st line service issues, and coordinates 2nd line support issues with the service teams

- Ensures thorough service reviews and transaction surveys that service agreements, contract specifications, and product deliverables meet clients’ specifications, including timeliness and quality

Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.
• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services 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 timeframes and negotiates resources with internal departments).
• Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.
• Performs full assessments of client needs on a regular basis.
• Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.
• Partners with account management to price products.
• May provide input into local client service strategy.

Sales

- Secure renewal contracts, collections, CRs and up sale.

- Develops a tactical and strategic understanding of the client’s business issues, and recommends a compelling solution using appropriate IQVIA products and services

- Coordinates business development and service activity with the Account Director, Sales, Consulting and Service Specialists to validate opportunities to achieve account plan, revenue and client satisfaction targets

- Under some guidance, develops strategy for expanding scope of existing contracts and identifying new business and win back opportunities

Required background

Requires advanced business and technical knowledge of Hospital Information System (HIS), Revenue Cycle Management, Pharmacy Management System,Payer/ Provider business (Healthcare insurance-business process and workflow) and other business related areas.

Minimum 10 yearsof prior relevant experience

Bachelor’s or above in either Business, health informatics, computer science/IT or any equivalent degree

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com