Customer Success Director, IQVIA Digital

IQVIA Digital powers exceptional brand experiences, delivering innovative solutions based on a customer-first, insights-driven, and integrated omnichannel vision. We provide authenticated, privacy-enhanced data and analytics, innovative fit-for-purpose healthcare technology, and the expertise to enable an effective and adaptable marketing model that drives better quality of care and patient outcomes. IQVIA is the leading global provider of data, advanced analytics, technology solutions and clinical research services for the life sciences industry. 

As a Customer Success Director, IQVIA Digital, you will be a key contributor within a fast-growing product line at IQVIA. This role is a hands-on position that requires a strong mix of technical and business knowledge with extensive client engagement. You will participate in a wide range of business activities from leading internal team and client meetings, to overseeing request queues, improving processes, and working with various internal teams to ensure that we continue to evolve our product offerings.  As a part of the IQVIA Digital COE, you’ll find a fast-paced, collaborative, and fun work environment where smart people apply their talents to deliver innovative products and services with the objectives of ensuring customer satisfaction and innovating. 

The Customer Success Director oversees IQVIA™ Digital and Information assets – from client purchases in claims and sales offerings to measurement and activation needs and special projects, this role will manage across multiple internal and external client stakeholders by following IQVIA’s best practices to achieve service levels, client satisfaction and ensure revenue attainment. The successful candidate will be measured by the level of client satisfaction and the ability to deliver on key organization and client metrics.  

Responsibilities:

• Own the overall product and deliverable relationship with assigned, high-value clients, which includes increasing adoption, ensuring retention, and satisfaction. 
• Represent IQVIA™ Digital to the client and the client to IQVIA™ Digital in all Digital and information related activities 
• Resolve first line service challenges and coordinate second line support issues with the appropriate IQVIA teams. 
• Ensure that service levels, key performance indicators (KPIs), contract specifications, and product deliverables meet clients’ expectations, including timeliness and quality. 
• Be the point of escalation for key clients, and work closely with IQVIA Client services and Analysts.  
• In partnership with Product, develop a robust training curriculum. 
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products. 
• Develop a tactical and strategic understanding of the client’s business issues and develop a compelling solution using appropriate IQVIA products and services. 
• Diagnose and anticipate customer needs, craft potential solutions, establish product value with customers and follow up to ensure customer success. 
• Work with Sales, Product, and Operational teams to identify and develop upsell and “solution sales” opportunities. 
• Build client relationships across the client organization, including commercial operations, data governance, market research, forecasting and sales operations, and procurement. 
• Partners with the client and IQVIA™ centers of excellence to implement data governance best practices – and in particular, coordinate the impact assessment and recommendations for data events and product enhancements. 
• Ensures through service reviews and client surveys that service agreements, contract specifications, and product deliverables meet clients’ specifications, including timeliness and quality. 
• Participates in proposal and work order development and contract renewals. 

Education & Experience:

• Bachelor’s degree or equivalent and five (5) to eight (8) years relevant account management experience and/or delivery management experience (preferred) and/or pharmaceutical commercial operations experience 
• To perform this job successfully, an individual must thrive on passion and collaboration.  
• The successful candidate should have an extensive background in AdTech, including programmatic and social marketing, client facing Technical Product Management, Technical Account Management, and previous customer experience with a track record of increasing customer satisfaction, adoption and retention.  
• General knowledge of IQVIA™ offerings, account management and the pharmaceutical marketplace.  
• Background in AdTech, including programmatic and social marketing, client facing Technical Product Management, Technical Account Management, and a track record of increasing customer satisfaction, adoption and retention.  
• Awareness of CAN-SPAM, CASL, CCPA, GDPR, and other regulatory standards related to marketing communication. 
• Ability to set and deliver on priorities within a quickly evolving landscape. 
• Proven organizational and emotional intelligence.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. 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 $134,200.00 - $249,200.00. 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.