JOB DESCRIPTION
IQVIA Medical Communications is seeking Director, Client Services to drive growth, quality and customer relationships across a portfolio of accounts in our global business.
Who We Are
IQVIA is a global leader in bringing together data, technology, advanced analytics, and human science expertise to help the healthcare industry make better decisions, and ultimately improve patient outcomes. Thanks to our unique position within IQVIA and Medical Affairs, the Medical Communications division provides offerings that extend well beyond those of a traditional agency to support this mission.
Our team includes practice area leads, strategists, behavioural scientists, account and event managers, operations specialists, plus content and design professionals. Together and in partnership with our customers, we transform data and insights into effective medical communications to accelerate positive change in health care.
We are a highly collaborative and intellectually curious group of people located in 14 countries across 4 continents. We are continually pushing each other to improve our solutions, drawing on our unique blend of backgrounds and experience.
Role objective:
Reporting to the Head of Site Engagement and Medical Affairs Training Practice, this role is accountable for the strategic growth and management of a portfolio of customer accounts, leading the team to achieve strong customer relationships, achieve growth targets and ensure high quality programme strategy and delivery across Site Engagement and Medical Affairs Training, and Medical Affairs Communications programmes.
This role is responsible for the development and upskilling of the Account Management team to drive growth through well-defined Account Plans, strategic programme development, robust client / Sponsor relationships and high-quality execution. This role will also support and, when required, deputise for the Head of Site Engagement and Medical Affairs Training Practice in developing and executing strategic initiatives.
Key responsibilities include:
Strategic leadership
1. Collaborate with the Head of Site Engagement and Medical Affairs Training Practice to shape and execute Practice Area strategy, including new solution development in collaboration with our Product and Strategy team, internal stakeholder engagement, implementing core initiatives to achieve Practice Area strategy, and ensuring robust performance reporting.
2. Deputize for the Head of Site Engagement and Medical Affairs Training Practice when necessary
Growth
3. Take responsibility for financial performance of account portfolio including achieving growth, revenue and profitability targets and ensuring accurate forecasting
4. Take accountability for collaborating with Account Management Team to design and implement Account Growth Plans that drive organic expansion and net new business
5. Cultivate fruitful partnerships with IQVIA business development teams to ensure integration of IQVIA Medical Communications (IMC’s) growth goals into broader account plans, and to ensure inclusion in the relevant proposals and client engagements
6. Maintain overview of all IMC work across allocated accounts, working with Heads of Practice and Account Management team to identify opportunities to cross sell solutions and extend relationships with clients from clinical study support into Medical Affairs Communications
7. Identify and lead 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
Client relationships and business development
8. Serve as a strategic client / sponsor partner across key accounts, cultivating senior-level stakeholder relationships - including with procurement teams - to uncover new opportunities and accelerate growth
9. Increase portfolio revenue by identifying and acting as senior lead on high-impact business proposals, overseeing pitch / bid defence development, and ensuring successful outcomes
10. Take responsibility for maintaining strong hit and strike rates for proposals and driving improvements over time
11. Lead team to collaborate with other IQVIA business development teams to advocate for, and protect, inclusion of IMC services into study proposals, budgets and contracts
12. Maintain a deep understanding of the relevant therapeutic landscape pertaining to client accounts, and develop subject matter expertise in identified service areas across all IMC Practice Areas
13. Build a strong external presence and engage senior industry leaders to cultivate new business opportunities
Quality
14. Support Account Management team to deliver high quality strategies and programs that are delivered with excellence, ensuring strong client feedback and enabling organic growth
15. Act as point of escalation for any delivery challenges, advising and mentoring Account Management team to resolve and where appropriate, supporting client discussions and brokering internal solutions
16. Champion process optimization and ensure consistent adherence to best practices across the Practice Area; actively participate in initiatives to deliver operational enhancements, ensuring they meet Practice Area needs
Internal collaboration
17. Provide subject matter expertise across the Practice Area and wider IQVIA, serving as a senior point of contact for other leaders within IQVIA, to identify and operationalise fruitful collaborations
18. Participate in collaborative service development and business development opportunities that drive growth for IMC
19. Through a deep understanding of customer strategy, identify opportunities to introduce other IQVIA teams to the customer
20. Participate in collaborative service development and business development activities
Team leadership
21. Line manage and mentor the Account Management team, managing staff in accordance with organization’s policies and applicable regulations, and supporting and developing them to achieve their goals and develop new skills and supporting resource planning to maintain optimal team utilization
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at