Client Services Manager

Client Services Manager

Requirements

• 2+ years’ experience in an account management, people management, or customer success role
• Strong communication skills, including ability to train, present and deal tactfully with clients
• Project management experience in overseeing or contributing in difficult, multi-discipline projects
• Ability to work in a team-oriented environment as a collaborative team player and leader
• Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures
• Ability to exhibit strong sense of urgency and timely response to unanticipated situations
• Proficient using basic software programs and required technology
• Ability to talk on the phone and sit for extended periods of time
• Familiarity with Microsoft operating system, applicant tracking tools, time and expense systems, and travel management tools

Responsibilities

• Manages a portfolio of IQVIA MedTech accounts by maintaining high level of client support and interfacing daily with client liaisons
• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process
• Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team
• Performs full assessments of client needs on a regular basis
• May provide input into local client service strategy
• Effectively communicates with client contacts to further develop and establish partnerships to effectively drive business to the organization
• Works closely with Corporate Scheduler to maintain accurate project assignments and travel requirements
• Communicates to Corporate Scheduler when project changes are requested by clients
• Assists Healthcare Recruiters with prioritization of recruitment needs, fine tuning recruiting strategies, and managing recruitment
• Oversees client interview process, inclusive of coordinating candidate/client interviews, conducting prep call with candidate, and following up on client satisfaction in recruitment progress
• Builds strong professional relationships with clients and consultants to foster a positive IQVIA MedTech experience
• Manages escalation of personnel issues, inclusive of disciplinary action and conflict resolution
• Collaborates with Payroll and Finance teams to audit timecards, expense reports, and invoices on a weekly basis
• Collaborates with Sales team to ensure program effectiveness and maintains operational forecast
• Foster growth and expansion in current accounts by understanding client needs, identifying opportunities for expansion, and making suggestions to grow accounts
• Seek understand and problem solve issues which may arise when placing consultants on assignments
• Identify themes and reoccurring issues which may need to be addressed in the spirit of continuous improvement and consultant satisfaction
• Develop strong relationships with key internal partners, such as Payroll, Expense Management and Human Resources to ensure optimization of business processes and consultant/client satisfaction
• Being well versed in industry specifics and can provide guidelines to other team members such as credentialing processes, wage rate negotiation
• Evaluates applicant qualifications by interviewing applicants, analyzing responses, verifying references, and comparing qualifications to job requirements
• Negotiate wage rates and other terms of employment with candidates

Preferred Qualifications

• Experience in recruiting preferred
• Experience in healthcare and/or staffing industry preferred, inclusive of but not limited to medical device, pharmaceutical, diagnostics or biotech
• B.S. Degree preferred or relevant minimum 4-years’ experience
• Willing and able to travel up to 15%