Client Operations Lead

hace 2 meses

Barcelona, España IQVIA A tiempo completo

**Join us on our exciting journey**

Our vision is to be the preferred partner - “from molecule to market” - for major life science and pharma companies.

To realize our vision, we are looking for**:Client Operations Lead**

The **Client Operations Lead** is a key role within our Tech Solutions Global Delivery organization. You will be the single point of contact for the customer and act as the voice of the customer. Own and resolve escalations within IQVIA Application Service, offering an in -depth working knowledge of the customer’s business, with ability to coordinate, assess and obtain approvals change requests across a multi-country solution. Drives business changes with customers, being attentive to any possibility to up-sell and cross-sell, managing cycle releases, clients and internal teams. You will be managing change requests and service projects to ensure smooth transition for customers and acts as escalation point from the Application Support and Services team, also working closely with the Services Program Manager, Implementation Team and Commercial Team.

**Principal accountabilities**:

- Using the Delivery and Service Reporting dashboard, identify ticket trends and achieve reduction by working with those assigned to the tickets for that client, escalating to the queue owners where required
- Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
- Ensure resource availability and allocation
- Ensure that Tech & Business Teams have all required information to implement Change Requests and Smaller Projects, discussing with the client if anything is unclear and clearly documenting the task
- Manage changes to the change requests and smaller projects scope, project schedule and project costs following IQVIA Methodology & Aligned Processes (MAP) and the Client’s if that’s the case.
- Monitor tickets raised with Product Support and escalate where necessary
- Engage with Clients, lead and explain update reviews, monitors performance against existing service agreements (SLA) and ensures client’s obligations are met
- Manage the relationship with the client and internal stakeholder (Delivery, Regional Business unit, Product )
- Ensure the creation and comprehensive maintenance of change request and smaller projects documentation
- 3 - 5 years of Project Management or Customer Success Management Roles experience, leading or being part of multi-country projects.
- Experience in CRM and/or Marketing platforms (ex.: Salesforce - Sales Cloud, Marketing Cloud), salesforce knowledge or certification is a plus
- Presentation skill, communication skills (telling the story) and organization skills
- Ability to manage workshops, client expectations management
- Project Management Experience, Agile or Hybrid and iTIL certifications are a plus
- With capacity to understand our solution and be able to identify an opportunity to cross selling/up sale and pass this to commercial teams.
- Be customer centric with ability to translate the customer needs, work as the Customer trusted advisor and act as the Voice of the Customer.
- English proficiency, written, and oral communication; Pref: other languages

**IQVIA Life Benefits**:

- Comprehensive Private Health Insurance
- Meal vouchers and other perks
- Access to training: internal + external
- Flexible location and working hours

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