Manager, Client Services

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IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, Technology, analytics and human ingenuity to drive healthcare forward.

We are looking for a dedicated Client Services Manager to be part of the Clinical Trial Payments unit in IQVIA. The Clinical Trial Payments department uses the most advanced site payment solution available and offers service to customers to integrate/centralize all payments in a high-tech software.

The Client Services Manager serves as the main point of contact for the sponsor, manages the client relationship, oversees payment management projects and ensures sponsor satisfaction is achieved. Additionally, this role will manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies. This role will also collaborate closely with our Client Service Leads, Associate Directors, and Directors across the team.

Essential Functions:Act as escalation point for assigned clients and studies.Act as a process specialist for the Client Services Leads.Prepare materials and KPI’s, facilitate and lead sponsor Governance Meetings.May or may not have direct reports to manage.Individually or through assigned team (if applicable)Act as the primary (escalation) point of contact for assigned sponsor(s) and associated studies.Responsible for managing the project timeline and identify/pursue change orders and coordinating with the contracts management team.Identify and execute process improvement initiatives when appropriate.Prepare, arrange and execute regular client meetings and ensures all necessary materials are prepared with accuracy and completeness.Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIA’ service levels are achieved .Coordinate with Site Solutions and Data Operations Managers to ensure proper resource assignment and service delivery quality.Ensure Client Services Lead(s) workload is distributed evenly.Manage career development planning and performance for direct reports.Responsible for performance reviews of direct reports in compliance with HR established performance SOPs.Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts.Ensure support to the clinical trial sites is provided at IQVIA’ levels of excellence through timely resolution of issues that are raised via email and/or phone contact.Responsible for ensuring that payments do not exceed SOW timelines.Responsible for ensuring change orders are executed and communicated to impacted personnel.Responsible for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor.Coordinate with the Site Solution and Data Operations team members to prepare sponsor funding.Ensure that all IQVIA processes and standards are followed, and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk.Ensure work is SSAE 18 compliant.Responsible for monitoring, assist in resolving and escalating operational and performance metric issues.
Our Ideal Candidate Will Have:Bachelor’s degree required.5 years of prior, relevant experience required.Prior supervisory experience is preferred.Working knowledge of the Clinical Trial industry preferredHigh energy, self-starter with the ability to work in a team environment, as well as independently.Able to think independently, and to analyze and solve problems creatively.Strong time management, planning, and organizational skillsStrong time management and planning skillsDetail oriented, analytical and able to meet competing aggressive deadlines.Comfortable working in a global company environmentWorking knowledge of operations management business applications related to contracts and financial management. (i.e. Microsoft Office, VISIO, SAP-Business One, Sharepoint & Spotfire)Ability to meet occasional travel requirements (domestic)

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 $82,200.00 - $137,000.00. 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.