Customer Operations Lead
Oeiras, Portugal
há 5 horas

Opportunity to join a growing project in our company, Oeiras, Lisbon.

Job Overview

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.

Essential Functions

  • Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
  • Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
  • Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
  • Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
  • Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.
  • Monitors performance against existing service agreements and ensures client’s obligations are met.
  • Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and / or therapeutic market.
  • May conduct product / services and process training for clients and other employees.
  • May conduct service meetings at client sites.
  • Represents IQVIA on external client projects.
  • May mentor and lead other client service reps and represent the manager in their absence.
  • Qualifications

  • Bachelor's Degree Req
  • Four (4) years of related work experience
  • Broad knowledge of the concepts, practices and procedures of client service
  • Accreditation preferred in multiple business lines of IMS service certification program
  • Meeting facilitation, presentation and training experience
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.
  • Demonstrated ability to develop and maintain relationships in a diverse business environment
  • Knowledge in Salesforce, SaaS and project manager principles is a plus
  • Experience with ITIL framework would be a significant plus
  • Prior Tech Project Management, Business Analyst or QA Lead experience is a plus
  • Proficiency in Office applications, such as Excel, PowerPoint
  • Broad knowledge of the Pharmaceutical industry is a plus
  • Ability to communicate effectively in English with various levels in the organization (written and oral).
  • Ability to travel to clients and IQVIA offices as appropriate
  • If you're not a EU citizen, you must have a resident visa or a permanent visa.
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