Global Market Insights Client Service Specialist

5 days ago

Wayne, Pennsylvania, United States IQVIA Full time
Job Description

IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry.

The Global Market Insights (GMI) team at IQVIA comprises nearly 300 employees across multiple geographies. It is a Global function with local expertise and talent, delivering leading solutions to the pharmaceutical and life sciences industry.

The GMI Service team provides a range of support and additional insight across the GMI portfolio, ensuring clients maximize their usage of GMI products and services to facilitate a positive and productive long-term relationship.

Key Responsibilities
  • Establish and build positive client relationships, understanding their requirements in terms of data and services for the Analytics Link Ecosystem.
  • Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
  • Resolve detailed and complex client data queries in a timely manner, using in-depth knowledge of Analytics Link suite of modules and links, with a strong focus on Forecast Link and its methodology.
  • Process users' access requests.
  • Conduct customized and syndicated client trainings on Analytics Link modules and links, as well as adhoc training sessions or workshops.
  • Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data.
  • Manage and produce client ad-hoc requests.
  • Approve client trials (and collaborate with the Sales team for its implementation).
  • Circulate client survey feedback form regularly.
Internal Responsibilities
  • Collaborate with Client Service, Sales, Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution.
  • Support the wider Global Market Insights team (especially Client Service) acting as a subject matter expert for Analytics Link Solution.
  • Support the Analytics Link Service team lead in driving and implementing initiatives globally. Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
  • Provide client feedback to the AL Service lead, the Offering team (opportunities for platform and content development), and the Sales team (flag business risks and opportunities).
  • Support Sales team in producing and interpreting Analytics Link clients' usage statistics.

Requirements

  • Bachelor's degree required.
  • 3+ years of client facing experience (client service, consulting, or project management), within the Pharmaceutical industry.
  • Good understanding of MIDAS sales and Prescribing Insights data, understanding of other Global Market Insights core offerings a plus.
  • Experience with Forecasting (basic understanding of baseline generation and eventing).
  • Experience with other IQVIA data assets a definite advantage, e.g. Pipeline, Protection datasets, Market Prognosis etc.
  • Experience with Market analysis at disease level (data analytics or qualitative PMR).
  • Understanding of basic epidemiological principles, i.e. prevalence, diagnosis, and treatment rates. Basic understanding of different drug formulations, dosage and frequencies of administration and prescribing information.
  • Basic understanding of product lifecycle, drug development processes and stages of development from pre-discovery to marketing authorization.
  • Highly numerate with strong analytical skills and attention to detail.
  • Ability to manage client expectations with regards to timelines as well as product/service capabilities.
  • Excellent IT skills. Microsoft office suite: Word/PPT/Excel, Outlook/Teams.
  • Experience in using IQVIA MIDAS data or NPA/NDTI local audits.
  • Experience in using Analytics Link or SGME (SMART-MIDAS) software a plus.
  • Excellent interpersonal, written, and oral communication skills. In particular, ability to understand and communicate detailed analysis, resolve complex data queries, and manage client's expectations.
  • Team player with excellent presentation skills, able to collaborate across departments/functions at all levels with multi-geographical/cultural teams.
  • Proactive, organized, and able to work under own initiative.
  • Bilingual Spanish a plus.

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