Customer Success Specialist (SaaS)

Essential Functions

• Ensures fulfilment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assists team members to build, establish, and maintain effective business relationships with clients, and proactively supports their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures that the product deliverable meets the customer's specifications, including timeliness and quality through review and verification.
• Maintains effective internal communications with sales and other key account owners to keep all apprised of activities with the client. Deliver targeted reports as required.
• Monitors performance against existing service agreements and ensures client’s obligations are met.
• Carries out client research to ensure an in-depth understanding of the client, specific business line, and/or therapeutic market.
• Conducts product/services and process training for clients and other employees.
• Potentially conduct service meetings at client sites.
• Represents IQVIA on external client projects.
• Identifies and escalates potential risks or issues to the appropriate internal teams to ensure timely resolution.
• Provide feedback to product development teams based on client interactions to help improve future product offerings.

Qualifications

• Bachelor's Degree Req.
• Two (2) years of related work experience Req.
• Meeting facilitation, presentation, and training experience Req
• Proficiency in PC applications, such as Excel, PPT, and Word
• Demonstrated problem-solving, analytical, and strong customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment
• Ability to travel to clients and IQVIA offices as appropriate
• Strong organizational skills and attention to detail.
• CVs must be submitted in English*