Client Service Manager

2 weeks ago


Centurion, South Africa IQVIA Full time

Qualifications:

- Bachelor's Degree in Business Administration or any related field.
- Four (4) years of related work experience e.g. Administration, Pharma industry knowledge preferable.
- One (1) to two (2) years experience as an IQVIA Client Service Representative.
- Broad knowledge of the concepts, practices and procedures of the client service representative field
- Broad knowledge of IQVIA products and the Pharmaceutical industry (preferred)
- Meeting facilitation, presentation and training experience (if possible)
- Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
- Demonstrated problem solving, analytical and strong customer service skills
- Demonstrated ability to develop and maintain relationships in a diverse business environment (both physical and virtual)
- Ability to travel to clients and IQVIA offices as appropriate
- Accreditation preferred in multiple business lines of IMS -IQVIA service certification programs

Job Role & Responsibilities:

- Manage all Renewal Contracts, New Contracts in CLM system. CDA, Amendments, SOW Contracts, Participation Contracts, EOA and Quotes (and maintain version control of these templates) in accordance with set SOPs and in collaboration with KAMs.
- Work closely with the TPA team on data sharing requests. Assist clients step by step with the process.
- Act as a point of contact on Information business for KAM's.
- Development and expansion of new business on information reports.
- Basic level training for key client contacts and new hires e.g. CSM or KAM, on Information reports and assist with use of qlikview, flexview and other analysis tools.
- Manage the NDF, in collaboration with global team by uploading all package inserts and launch letters into a repository for all new launches/new pack lines, ensuring audit integrity.
- Manage new client requests and build on relationships.
- Follow BNF (billing notification) process as per SOP for each contract or EOA.
- Build relationships with key client contacts.

CRM Management (updates to staging and opportunities), creating new opportunities (in case of urgency), documentation follow ups and documentation submission for BNF process.
- Load tickets, generate and check reports, and deliver to clients
- 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
- Manage Web Dispatch in collaboration with the MPH team to ensure all renewals and new contracts are updated and loaded timeously.
- Monthly creation, update and checking of constructed classes, geocoding and bricks in the Web Portal Iii (and subsequent versions)
- Ordering of Qlikview/Flexview/RepFocusApp Licences. Installation assistance with licenses.
- Process ad hoc requests by creating EOAs (Quotes), sending to clients and follow up on approvals and PO.
- Support KAM with Rep Focus App by uploading the Web Portal, updating inputs from clients and users.
- Support KAMs with report processing and checking on the FTP and actioning any requested changes on the Web Portal.
- Send out relevant client communications re Information Business when requested to do so
- Carry out any other relevant requests from Information Business Team Leader.



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