As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma get their medicines to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product's value to payers, physicians, and patients. A significant part of our business is acting as the biopharma's sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

We are excited to announce that currently we are looking for a Sr. Director of Client Services to join our team! This role leads, directs and coordinates the entire Client Service function for a large region. Additionally, you will direct the strategy, growth, and profitability of the Client Service function.

Essential Functions

• Formulates and administers customer service policies and develops long-range plans for continuous improvement in customer service.
• Meets or exceeds assigned revenue and profit targets by offering and delivering insightful, value-added solutions that address complex client issues.
• Directs and coordinates the customer service and productions/fulfillment activities of the department through subordinate managers and team members.
• Develops budget and reviews analyses of activities, costs, quality, operations, and forecast data to determine department progress toward stated goals and objectives. Builds, develops and provides overall leadership for the entire Client Service group.
• Based on in-depth knowledge of industry and client issues, identifies new revenue opportunities at existing and potential clients.
• Confers with Sales and other production departments to review achievements and discuss required changes in sales goals or objectives resulting from current status and conditions.
• Ensures that Client Service team is fully staffed, trained and deployed to maximize account coverage.
• Interacts regularly with internal and external senior executives.

Required Qualifications

• Bachelor's Degree
• 8+ years related experience and training in leading large-scale change efforts
• Experience developing and managing leaders
• Patient Support Services experience highly preferred
• Experience leading PSS call center

Preferred Qualifications

• All Required Qualifications plus:
• 8-10 years prior relevant work experience leading a Healthcare Call Center strongly preferred
• Experience in Sales or Customer Service Pref
• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data).
• Change management/process analysis skills (e.g., Business Process Reengineering).
• Strong communication skills, including ability to train/present and deal tactfully with clients.
• Project management experience in overseeing or contributing in complex, multi-discipline projects.
• Managerial skills, including a strong focus on team building.
• Knowledge of databases and report creation process.