Client Services Representative

• 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.

Client Service Analyst, Contract

Client Service Analyst, Bilingual

Senior Client Services Administrator