Client Service Liaison for US Speaker Bureau

　　IQVIA’s Speaker Bureau team consists of dedicated meeting professionals who plan and manage highly compliant meetings and events for Life Sciences organizations. We work with our clients to deliver a high-quality attendee experience through a range of in-person, hybrid, and virtual meetings by seamlessly pairing deep industry expertise, best-in-class compliance technology and an innovative, scalable approach to support our client’s Speaker Bureau. The Client Service Liaison is responsible for liaising with the Account Management Team, Client Team Managers and the Global Client Service Lead with customer concern research, trend analysis, root cause identification and work as a team with the implementation of any corrective and preventative actions necessary to solve service issues for our commercial clients.

　　Essential Functions

　　• Primary point of contact for all customer service inquiries, research, and formal incident response to include identification of root cause and implementation of corrective and preventative actions.

　　• Work directly with Global Client Service Lead to identify trends based on escalations recorded, and provide Client Team Managers with results so they can implement necessary changes to prevent future instances.

　　• Review customer service responses to identify root cause and work with the Client Team Managers with the implementation of corrective and preventative actions.

　　• Review Service Level Agreement metrics to identify outliers that sit outside of IQVIA’s control and document.

　　• Meet with the Service Delivery management team to share missed metric trends so root cause can be identified, and implementation of both corrective and preventive action can be implemented by the Client Team Managers.

　　• Proactively raise any critical-to-compliance concerns.

　　• Be a proactive, engaged, and collaborative member of the client Core Team to partner with Customer Success and Product Support on client SOW deliverables, profitability, and retention.

　　• Manage daily task and SLA deadlines across client portfolio, with proactive identification of potential outliers and prompt enactment of mitigation plans as necessary to protect SLAs and customer experience.

　　• Owner of client SOP maintenance and setup of client business rule within planning platform.

　　• Responsible to triage issues between primary technology platforms and escalate to support teams as necessary for resolution.

　　Qualifications

　　• 5+ years of meeting industry experience

　　• Previous experience with leading people, managing teams or leading projects is highly desirable.

　　• Life Sciences experience preferred, working knowledge of HCP interaction regulations a plus.

　　• Bachelor's Degree is preferred.

　　• Excellent oral and written communication skills with focus on the ability to be concise and clear, summarize a situation and articulate the necessary next steps, effectively listen, and assess the need for urgent action.

　　• Demonstrated resourcefulness in setting priorities, reprioritizing as business/client needs shift, and providing solutions-oriented response.

　　• Competency to effectively communicate a message to resonate with various audiences such as Account Management, frontline employees, external clients, and technology support.

　　• Ability to analyze data and meeting detail information, understand the story it tells and articulate root cause, and the action required in a consumable manner.

　　• Strong sense of urgency and the ability to effectively problem solve.

　　• Ability to identify and create solutions that are equally focused on efficiency and the customer experience.

　　• Proficiency in Microsoft Office suite of products (Word, Excel, PowerPoint, Teams) and Outlook required.

　　• Knowledge in SharePoint, Salesforce, Zoom and Smartsheet preferred.

　　• Comfortable working in a fast-paced team environment, while also able to work independently.

　　• Exceptional customer service skills

　　• A strong sense of urgency and the ability to effectively problem solve.

　　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

　　We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

　　IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

　　The potential base pay range for this role, when annualized, is $64,300.00 - $110,300.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

　　IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

　　To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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