Client Service Specialist

Job Title: Client Services Executive, OneKey, UKI

Contract: Permanent

Location: Hybrid

Reporting to: Associate Director, Client Relationship, OneKey

Business Unit: Market Intelligence

Role Summary

The role of Client Services Executive within the UKI OneKey Client Relationship team focuses specifically on supporting UKI OneKey small to medium sized client affiliate companies in collaboration and additionally support of the field based CSM team and wider Market Intelligence BU.

This will include owning the daily management and prioritization of incoming requests from ASKIQVIA for OneKey.  Taking accountability for the triage and management of incoming queries, production of weekly and monthly reports, maintaining process documentation and provision of client communications.

About the Team

The OneKey Client Relationship team have a wide range of solutions and services that are provided to many areas of Life Science, EBP and Pharmaceutical companies. The focus is to provide a high standard of ongoing service for all OneKey solutions in line with client contracts. This is delivered via a blend of field and office-based roles across the team where needed. This support role will interact with all aspects of the IQVIA UK team.

Key Responsibilities:

• Building Strong Relationships with key stakeholder clients

• Delivery of Client Service Excellence in line with SLAs and Client Service Charters

• Daily management of UK Client Solutions Support Inbox and ASKIQVIA ticket process

• Triage and logging of all client requests and organizing investigation and responses with relevant internal teams

• Manage the distribution of OneKey monthly reports to all clients, working with off shore teams

• Responsible for all OneKey clients and internal notifications regarding OneKey updates, outages, NHS changes, and client specific events

• Maintain and manage all client documentation, Contracts / SLAs, Client Knowledge Hub Library

• Maintain full understanding of the processes related to UKI OneKey and added value services

• Collaborative daily working with the Client Solutions team

• Create Opportunities within SFDC for invoicing of contracted services

• Ensure compliance of storing and keeping up to date client materials in central repository.

• Continually develop and update own knowledge and understanding of pharmaceutical industry, IQVIA organisation and offerings and that of assigned client base

• Provision of OOO contact for all UK field based CSMs

Personal Skills, Education and Experience Required:

• Excellent Team player with the ability to work under own initiative

• Self-motivated, driven to succeed

• Ability to organize and prioritize own workload

• Account exeutive/service experience

• Previous experience working in a service partnership with clients

• Understanding of the pharmaceutical industry and NHS in UK

• Excellent written and verbal communication skills

• Competent in the use of Microsoft office, to deliver professional client communications including Word, PowerPoint and Excel and internet presentations

• Good interpersonal skills and ability to interact at all levels within an organization