Associate Manager, Client Services

The Associate Manager, Client Services leads a team of client service professionals within a defined market segment or assigned portfolio. This role is responsible for ensuring high‑quality service delivery, client satisfaction, and maximizing the value clients obtain from IQVIA products, solutions, and services. The position acts as the primary liaison between clients and internal delivery teams, ensuring a seamless flow of requirements and consistent service excellence across business lines.

Essential Functions

• Team Leadership: Manages, coaches and develops a team of client service professionals, ensuring high performance, growth and engagement.
• Client Partnership: Works closely with clients to ensure they gain maximum value from IQVIA services while maintaining a strong, trust‑based relationship.
• Project Leadership: Serves as the project lead between clients and IQVIA; translates client needs into actionable project plans, defines responsibilities, timelines, and negotiates internal resources to meet deliverables.
• Service Agreement Ownership: Creates, maintains, and monitors client service agreements across business lines, ensuring consistent service delivery.
• Needs Assessment: Conducts regular assessments of client needs to identify gaps, opportunities, and areas for added value.
• Training Delivery: Provides in‑depth training on IQVIA databases, tools, products, and service workflows as required.
• Pricing Support: Collaborates with account management teams to support pricing of products and services.
• Strategy Contribution: May contribute insights and recommendations to local client service strategy.
• Quality & Compliance: Ensures service delivery meets internal quality standards, timelines, and performance metrics.

Qualifications Required

• Bachelor’s Degree
• 5+ years of relevant work experience
• 1–2 years of experience using IQVIA data and products
• Proficiency in PC applications, including MS Office
• Strong business acumen, including understanding of the pharmaceutical industry and the application of IQVIA data
• Change management and process analysis capabilities
• Excellent communication, presentation, and interpersonal skills
• Experience managing or contributing to complex, multi‑disciplinary projects
• Demonstrated people management or team leadership skills
• Knowledge of IQVIA databases and report creation processes

Preferred

• 2+ years as an IQVIA Client Service Representative
• Pharmaceutical industry experience
• Experience developing and delivering client training
• Completion of an IQVIA Service Certification Program

Key Competencies

• Client relationship management
• Stakeholder communication
• Strategic thinking
• Project management
• Team leadership and coaching
• Problem‑solving and analytical mindset
• Ability to work in a fast‑paced, matrix environment