Client Services Lead, Clinical Trial Payments at IQVIA

We are looking for a dedicated Client Services Lead located in Bloemfontein, South Africa, to be part of the Clinical Trial Payments unit in IQVIA. This position will have the option to work fully remote or from the office. This position will work as part of the Clinical Trial Payments unit. It uses the most advanced site payment solution available and offers service to customers to integrate/centralize all payments in a high tech software. The Client Services Lead is responsible for ensuring clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
• Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.
• Monitors performance against existing service agreements and ensures client’s obligations are met.
• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
• May conduct product/services and process training for clients and other employees.
• May conduct service meetings at client sites.
• May mentor and lead other client service reps and represent the manager in their absence.

Experience and Qualification:

• Bachelor's Degree required.
• + 4 years of related work experience in finance, banking or project management.
• Proficiency in Office tools applications, such as Excel and Power Point.
• Fluent English skills is a must and any other language will be considered as a plus.
• Broad knowledge of the concepts, practices and procedures of the client service representative field.
• Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases.
• Demonstrated problem solving, analytical and strong customer service skills.
• Knowledge of the pharmaceutical, CRO, life sciences or healthcare industry will be considered as a plus.