Customer Excellence Consultant

Madrid, Spain | Full time | Hybrid | R1470220

Join us on our exciting journey** IQVIA**is The Human Data Science Company, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics, and human ingenuity to drive healthcare forward.

Are you up for a new challenge? Clients count on IQVIA as a strategic partner in supporting mission-critical decision making. The international cooperation between IQVIA and our clients is usually centrally managed by their headquarters.

This role combines classic Customer Excellence and Inside Sales tasks with roughly a 50/50 time split.

Start date: as soon as possible

**Essential role functions**

**Customer Excellence**:

- In this multi-faceted role, you will be exclusively supporting IQVIA Switzerland as part of an extended matrix team. Your reporting line will be into Switzerland.- Working together with our HQ Key Account Management Team and especially the International Client Services Team, you are responsible for supporting different aspects around multi-country agreements, contracting and business administrative requirements for Rx and Consumer Health Accounts.- Management of small and mid-size Consumer Health Accounts with focus on IQVIA’s data business and identification of Consulting Services engagements.- Facilitation of commercial compliance reports (through contact with local IQVIA KAM) and support for Third Party Agreement Program, publication approval processes, etc.- Creation of data reports and presentations requiring a good understanding of commercial IQVIA portfolio and the pharmaceutical industry.- Assessment of market data availability and cost assessment in direct contact with multiple affiliates for the creation of information services contracts.- Support of Account, Legal and Contract Management Teams during the creation of MSA and Commercial Framework Agreements with analytics and tailored research.- Supporting Marketing Teams with collection of IQVIA Thought Leadership material and publications (exploring new social media channels - LinkedIn mainly).- CRM contact management and update to secure effective marketing campaign roll-out in collaboration with marketing and account teams.- Creation and facilitation of customer surveys, Net Promoter Score (NPS) assessment and tracking, presentation to management.

**Inside Sales**:

- Sales Execution: Present and explain product features and benefits, handle objections, and close sales. Identify Solution Experts and assign leads in collaboration with Key Account Manager.- Customer Relationship Management: Build and maintain strong relationships with clients, ensuring high levels of customer satisfaction.- Pipeline Management: Maintain accurate records of customer interactions and sales activities in CRM systems.- Collaboration: Work closely with marketing and field sales teams to align strategies and achieve targets.- Reporting: Track and report on sales performance and market trends.

**Do you meet the required skills, experience, and education for the role?**- Bachelor’s Degree in Business Management/Life Science or related field- Minimum 3 years’ direct experience in business intelligence roles, customer support and sales roles, business or market research analyst or equivalent combination of education, training and experience- Previous experience in the Pharmaceutical / Healthcare / Life Science Industry together with data analysis is ideal- Excellent communication and presentation skills, ability to work and feel confident in a matrix organization- Fluent in English, additional European languages would also be advantageous- Ability to establish and maintain effective working relationships with coworkers, managers, and customers- Excellent command of Microsoft Office programs, data analysis software, Social Media channels (e.g., LinkedIn) or other marketing tools, experience working with CRM systems- Highly organized and capable of handling multiple projects at the same time.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes.