Associate Director, Client Services

IQVIA Medical Communications is seeking an Associate Director, Client Services to drive growth, quality and customer relationships across account(s) in our global business.

Role objective:
Reporting to the Director, Client Services, this role is responsible for the management, growth and quality delivery of selected key accounts, delivered by a team of Account Handlers. Key responsibilities include:

• Take responsibility for financial performance of accounts serviced by the team, including achieving growth, revenue and profitability targets and ensuring accurate forecasting
• Responsible for the design and implementation of Account Growth Plans for allocated accounts, that drive organic expansion and new business, supported by the Head of Practice
• Collaborate with Business Development teams to ensure the inclusion of IQVIA Medical Communications (IMC) account growth objectives into wider IQVIA account plans, and collaborate on business development / client engagement activities as required
• Maintain overview of all IMC work across allocated accounts, working with Director, Client Service and Head of Practice to identify opportunities to cross sell solutions and extend relationships with clients from clinical study support into Medical Affairs Communications
• Accountable for ensuring accurate forecasting, invoicing, revenue and new business recognition, and project close out for allocated accounts
• Support strategic pricing initiatives, ensuring inclusion of IMC services within IQVIA pricing tools and encouraging default inclusions of services into core IQVIA solutions across Research and Development, Real World Solutions and Commercial Services
• Serve as a senior client / sponsor strategic partner across team accounts, cultivating relationships - including with procurement teams - to uncover new opportunities and accelerate growth. Handle challenging conversations / negotiations as required
• Increase portfolio revenue by leading business development proposals for accounts serviced by the team, overseeing pitch / bid defense development, and ensuring successful outcomes, collaborating with other leaders as required
• Maintain a deep understanding of the relevant therapeutic landscape pertaining to client accounts and studies
• Contribute to maintaining strong hit and strike rates and improving over time
• Cultivate an external presence and attend key conferences and site training meetings to engage potential clients and identify new business opportunities
• Work with with other IQVIA business development teams to advocate for, and protect, inclusion of IMC services into study proposals, budgets and contracts
• Lead account team to develop and execute high quality strategies and programmes that are delivered with excellence, ensuring strong client feedback and enabling organic growth
• Where appropriate, deal with delivery challenges, appropriately escalating to the Director, Client Services / Associate Account Management Quality Director, as required
• Champion process optimisation and ensure consistent adherence to best practices across the accounts; identify and lead / contribute to initiatives to deliver operational enhancements
• Take responsibility for customer satisfaction for accounts, identifying areas for any improvement and ensuring action to address
• Map Account stakeholders internally and maintain a program of contact to maintain relationships / governance
• Build profile internally as a subject matter expert and ambassador for IMC within wider IQVIA
• Participate in collaborative service development and business development activities as required
• Maintain strong collaborations across Account Management team, Customer Excellence function delivery teams to enable quality and efficient delivery and enable continuous improvement of ways of working