Client Service Manager

Job Overview
Serve as the main point of contact for the sponsor, manage the client relationship, oversee payment management projects, and ensure sponsor satisfaction is achieved. Manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies. Responsible for tracking project metrics, reporting of findings, escalation of risks and working closely with Associate Dir, Client Services. May manage a team of Client Services Leads, function as a subject matter expert and point of escalation.

Responsibilities & Essential Functions
Act as escalation point for assigned clients and studies.
Act as a process specialist for the Client Services Leads.
Prepare materials and KPI’s, facilitate and lead sponsor Governance Meetings. May or may not have direct reports to manage.

Individually or through assigned team (if applicable):
Act as the primary (escalation) point of contact for assigned sponsor(s) and associated studies.
Responsible for managing the project timeline and identify/pursue change orders and coordinating with the Contracts Management team.
Identify and execute process improvement initiatives when appropriate.
Prepare, arrange, and execute regular client meetings and ensure all necessary materials are prepared with accuracy and completeness.
Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA’ service levels are achieved.
Coordinate with Site Solutions and Data Operations Managers to ensure proper resource assignment and service delivery quality.
Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts.
Ensure support to the clinical trial sites is provided at IQVIA’ levels of excellence through timely resolution of issues that are raised via email and/or phone contact.
Responsible for ensuring that payments do not exceed SOW timelines.
Responsible for ensuring change orders are executed and communicated to impacted personnel.
Responsible for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor.
Coordinate with the Site Solution and Data Operations team members to prepare sponsor funding.
Ensure that all IQVIA processes and standards are followed, and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk.
Ensure work is SSAE 18 compliant.
Responsible for monitoring, assist in resolving and escalating operational and performance metric issues.
Other duties as assigned

Qualifications
Bachelor’s Degree
Finance, Business Administration, or equivalent experience
5 years relevant experience; 2 years of prior supervisory experience preferred.
3 years’ experience as a Site Solutions Lead and/or Client Service Lead or equivalent - internal candidates.
Working knowledge of operations management business applications such as contract and financial management tools.
Experience with financial business applications preferred.
General knowledge of Clinical Trial Industry preferred

Must be customer focused and have excellent written and oral communication skills
High energy, self-starter with the ability to work in a team environment, as well as independently
Able to think independently, and to analyze and solve problems creatively
Strong time management and planning skills
Knowledge of Clinical Trial Industry
Detail oriented, analytical, and able to meet competing aggressive deadlines
Comfortable working in a global company environment
Strong PC skills (i.e. Microsoft Office, VISIO, SAP-Business One, SharePoint & Spotfire)
Occasional travel

At IQVIA, 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. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000 employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.