Client Services Representative

6 days ago

Centurion, South Africa IQVIA Full time

**_Summary _**: Responsible for the operational support, management and support of the information business in collaboration with the respective Key Accounts Manager/s, finance, Tech, consulting and Information Business Team members, to ensure the overall successful management of the assigned accounts and optimal client satisfaction. **Responsibilities**: - Manage all Renewal Contracts, New Contracts, CDA, Amendments, SOW Contracts, Participations Contracts, EOA and Quotes (and maintain version control of these templates) and also Academic contracts on an ad hoc basis, in accordance with set SOPs and in collaboration with KAMs. DocuSign process is included here. - Monthly creation, update and checking of constructed classes, geocoding and bricks in the Web Portal IV (And subsequent versions) - Manage the NDF, in collaboration with global team by uploading all package inserts and launch letters or new pricing into the main repository for all new launches/new pack lines, ensuring audit integrity - Manage Web Dispatch in collaboration with the MPH team to ensure all renewals and new contracts are updated and loaded timeously. - Work closely with the TPA (Third Party Agreement) team on data sharing requests. Assist clients step by step with the full process and ensure clients and their third parties are accommodated to view and/or utilise IQVIA licenced data - Ordering of Qlikview/Qliksense/ Flexview/RepFocusApp Licences. Installation assistance with licences. Keeping the client allocations up to date and informing finance to update and invoice accordingly - Manage monthly client reports and Weekly Uptake reports: by setting up territories, constructed classes, delivery to FTP or Webportal and liaising with clients regarding changes and updates. - Manage Sub-National and Fastrack reports, territory and product classes (Web Portal), resolve client queries. - Act as a point of contact on (base) Information services for KAM's - Assist KAM's wherever required with all information services. - Process ad hoc requests by creating EOAs (Quotes), sending to clients and follow up on approvals and PO. (CRM system ie SFDC is NB to know since new clients have to be loaded, the CPQ system should/may be used to generate quotations, so knowledge of these systems is important to be able to carry out numerous processes. - Load tickets, generate and check reports, and deliver to clients - Support KAMs with report processing and checking on the FTP and actioning any requested changes on the Web Portal. - CRM Management (updates to staging and opportunities), creating new opportunities (in case of urgency), documentation follow ups and documentation submission for BNF process. This includes loading tasks for finance team concerning said BNF’s or account and invoice queries. Revised BNF’s is a recent process which has come to the fore and is complex in nature. - Build relationships with KAMs’ and own clients' key contacts - Basic training for clients on "base"/Information reports and use of qlikview, qliksense, flexview and other analysis tools. - Carry out any other relevant requests from Information Business Team Leader e.g., Mini Projects or trackers which affect the Client Service Managers

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