Client Service Analyst, Contract
IQVIA
full-time
Posted on:
Location Type: Office
Location: Montreal • 🇨🇦 Canada
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Ensures compliance with contract specifications and customers’ ad hoc requests to uphold client satisfaction, under supervision.
- Assists team members in establishing and maintaining effective business relationships with clients to proactively address their needs as a daily point of contact, potentially focused on a specific product or service.
- Conducts thorough review and verification to ensure product deliverables meet client specifications, including timeliness and quality.
- Partners with the account manager and clients to drive optimal value from IMS products and services by explaining and expanding use of current IMS deliverables and identifying revenue opportunities within existing accounts.
- Maintains effective internal communications with Sales and Customer Support to keep all parties informed of client activities.
- Monitors performance against existing service agreements and ensures client obligations are met.
- Researches, analyzes and responds to client needs that require a deep understanding of the client, the specific business area and/or the therapeutic market.
- May deliver product/service and process training to clients and other employees.
- Holds service meetings at client sites, when applicable.
- Represents IMS on external client projects.
- May mentor and lead other customer service representatives and act on behalf of the manager in their absence.
Requirements
- Bachelor’s degree or equivalent.
- In-depth knowledge of customer service representative concepts, practices and procedures.
- Extensive knowledge of IMS products and the pharmaceutical industry is an asset.
- Experience leading meetings, presenting and training is preferred.
- Proficiency with PC applications, such as Excel.
- Ability to communicate effectively across multiple organizational levels (written and verbal).
- Demonstrated problem-solving, analytical skills and strong customer service orientation.
- Proven ability to build and maintain relationships in a diverse business environment.
- Ability to multitask effectively.
- Ability to work with constantly changing priorities.
- Effective time management skills.
- Ability to work independently and as an effective team member.
Benefits
- Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request.
- Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service representative conceptsIMS products knowledgepharmaceutical industry knowledgeproblem-solving skillsanalytical skillsmultitaskingtime management
Soft skills
effective communicationrelationship buildingteamworkleadershiptrainingpresentation skills
Certifications
Bachelor’s degree