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Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision
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
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
Represents IQVIA on external client projects
May mentor and lead other client service reps and represent the manager in their absence
Design, implement and improve IQVIA Information Security controls
Evaluate tools, develop use cases, and document effectiveness of new tools and technologies to meet those use cases
Document and maintain designs for security controls as well as contribute to the documentation and work instructions for the Security Operations personnel
Keep abreast with current security threats, trends and controls
Engage and work with vendors on projects and current security controls improvement
Provide information security engineering subject matter expertise for information security projects, cross-functional projects, and ad hoc engagements
Initiate, execute and complete project plans
Provide direction and mentoring to more junior level team members
Design, implement and improve IQVIA Information Security controls
Evaluate tools, develop use cases, and document effectiveness of new tools and technologies to meet those use cases
Document and maintain designs for security controls as well as contribute to the documentation and work instructions for the Security Operations personnel
Keep abreast with current security threats, trends and controls
Engage and work with vendors on projects and current security controls improvement
Provide information security engineering subject matter expertise for information security projects, cross-functional projects, and ad hoc engagements
Understands the key priorities of the client to achieve or exceed the assigned revenue and growth goals in assigned account(s)
Based on long term relationship with client, acts as advisor on marketing, market research, sales management, industry issues, trends and IQVIA product, consulting and service capabilities
Anticipates clients’ needs and, in collaboration with IQVIA marketing, sales specialists, consulting and client service, develops and presents proposed solutions to client's complex business issues
Identifies and leads the pursuit of the targeted new business and contract expansion opportunities
Constantly monitors client satisfaction with contracted deliverables and works with other teams to achieve and maintain a high level of customer satisfaction
Mentors less experienced members of sales team on selling, account management and negotiations skills
Proactively works with global and regional account management in the pursuit of multi-country opportunities
Collaboration in projects of the European Data Science & Advanced Analytics Team
Development and execution of complex statistical, econometric, and machine learning analyses around Commercial Effectiveness (e.g., Promotional Mix Modelling, Impact Measurement, Next Best Customer/Channel/Message, Profiling, Segmentation and Targeting, Brand Performance drivers and optimization) in collaboration with European local offices
Development of innovative methodologies to deliver custom solutions to our clients as well as execution and implementation of concept studies using advanced statistical methods
Application of modern data mining and machine learning techniques in connection with Healthcare Big Data to identify complex relationships, to derive business-relevant findings, and develop new offerings
Implementation of new statistical and machine learning technologies
Working with technology teams to support machine-learning algorithms in big data platforms
Responsible for coordinating marketing projects (digital projects, direct mail, telemarketing, conducting multichannel campaigns) due to sold contracts
Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems
Escalate more complex problems to appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates
Develop and maintain technical support documentation and training materials and assist in the development of standard operating procedures
Adhere to established IT policies, procedures and standards and ensure conformance with information systems, goals and procedures
Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end user satisfaction
Provide assistance in the areas of IT Site Support and project specific assignments
Responsible for meeting specified service level standards
Participate on global and regional project teams
Maintain proper asset management according to IQVIA standard in global IT Asset Management tools/systems
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications
Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
Delegate IT support tasks, provide training and advice to more junior team members and end users
Perform daily monitoring of systems and troubleshooting
Ensure that the provisions of the contracts are fulfilled, and that the delivered product / service complies with the client's requirements
Defining and updating definitions of databases/datasets for clients, checking their quality and ensuring timely delivery
Ongoing contacts with clients (including telephone and e-mail) in all matters connected to after-sales service related to products and services under the care of the department
Participation in dealing with client complaints according to the appropriate procedure
Explaining existing and proposing new usage of IQVIA solutions and identifying new business opportuni https://iqvia.wd1.myworkdayjobs.com/IQVIA/job/Warsaw-Poland/Customer-Service-Representative_R1209299ties
Substantive support and cooperation with clients in the area of data provided, and technical client support in the area of IQVIA software
Cooperation with other IQVIA departments in the field of customer service, in particular participation in the sales process and sales administration
Conducting trainings in the use of IQVIA databases for clients and internal employees
Preparation of analyzes and reports on data and services provided to clients and other companies cooperating with IQVIA
Representing IQVIA in relation to a selected group of clients and servicing these companies in relations with IQVIA
Ensure that the provisions of the contracts are fulfilled, and that the delivered product / service complies with the client's requirements
Defining and updating definitions of databases/datasets for clients, checking their quality and ensuring timely delivery
Ongoing contacts with clients (including telephone and e-mail) in all matters connected to after-sales service related to products and services under the care of the department
Participation in dealing with client complaints according to the appropriate procedure
Explaining existing and proposing new usage of IQVIA solutions and identifying new business opportunities
Substantive support and cooperation with clients in the area of data provided, and technical client support in the area of IQVIA software
Cooperation with other IQVIA departments in the field of customer service, in particular participation in the sales process and sales administration
Conducting trainings in the use of IQVIA databases for clients and internal employees
Preparation of analyzes and reports on data and services provided to clients and other companies cooperating with IQVIA
Representing IQVIA in relation to a selected group of clients and servicing these companies in relations with IQVIA