Client Success Associate Jobs in Kentucky (NOW HIRING)

(Agency Equivalent = VP, Client Services)

Simpson Healthcare, an IQVIA Company, is an established scientific agency & dedicated partner to clients in the life sciences industry for over 20 years. We are actively seeking an Associate Director, Client Services, to join our growing team within IQVIA in support of both new & ongoing client relationships.

The Associate Director (AD) is responsible for managing client relationships, delivering projects in alignment with operational excellence standards, and leading account team. AD is accountable and responsible for the assigned clients both in terms of growing and nurturing relationship and ensuring all deliverables meet or exceed client expectations. AD is also responsible for day-to-day success of their team and continued growth and development of individual team members.

• Establish meaningful, professional relationships with client stakeholders, including gaining understanding of their individual roles, communication preferences, personal motivators, and the desired outcomes for the brand, their projects, and our team.

• Ensure Simpson’s brand is properly represented and promoted throughout client interactions, communications, and deliverables.

• Partner with client stakeholders to develop strategies to ensure they are able to attain desired outcomes.

• Be trusted partner that client sees as providing added value to ensure long, continuous relationship.

• Collaborate with Leadership in identifying opportunities to provide additional services that will assist client in attaining desired outcomes. Discuss opportunity with Marketing to assist in process.

• Attend and ensure success and a positive experience for all key client meetings, inclusive of weekly client status calls, brand planning meetings, workshops, advisory boards, speaker trainings, and congresses.

• Responsible for management of all projects for assigned clients ensuring that deliverable meets operational excellence standards (on budget, on time, error-free, on strategy, and within all relevant policies and guidelines).

• Ensure project team members are communicating effectively with other Simpson internal teams and third-party vendors regarding expectations, timelines, quality, and budgets.

• Monitor project progress and identify client requests for changes in deliverables, timing, and/or project goals.

• Communicate all scope changes to all other project team members, Marketing, and Finance through internal CCR process and/or internal scope change process, where needed.

• Work with leadership in preparing, updating, and/or reviewing monthly phasing reports for all assigned clients to ensure accuracy of amounts invoiced to clients. Ensure timely communication with Finance of phasing reports.

• Adhere to all standard operating procedures (SOP’s) and drive internal project team adherence to PIT Crew, Basecamp, CCR, Good to Go, and Weekly client update meetings, sign off SOPs.

• Maintain working knowledge of managed products, disease areas, and brand and company strategy and goals.

• Collaborate with Leadership and Marketing in preparing and delivering client pitches, presentations, and metrics ensuring quality, accuracy, and timeliness.

• Ensure full delivery and management of all scoped work and/or identify any projects at risk/canceled and work with Marketing and Leadership to propose new solutions to realize the full PO amount.

• Lead by example. Adhere to all SOP’s and enforce staff’s adherence to same.

• Ensure all staff members are preparing timesheets weekly. Ensure staff understanding of appropriate SHEP numbers to code time and importance of reporting all time worked.

• Ensure staff understands responsibilities and duties both for specific projects assigned and as relates to SOPs.

• Supervise and train staff members.

• Align with Leadership on staff growth and development for team members, including opportunities to assume new responsibilities, expanding skill sets, and providing constructive feedback. VP then to execute agreed upon plan, mentor, and provide constructive feedback.

• Create a positive work environment, fostering a team approach, encouraging open communication.

• Weekly one-on-one meetings with all direct reports.

• Partner with Leadership in preparation of annual performance reviews and in discussions with direct reports. For new hires, prepare performance review after 90 days and discuss with direct reports. If needed, prepare performance improvement plans and discuss with direct reports.

• Assign projects to staff in accordance with staff experience, growth, and bandwidth with consultation with Leadership.

• Identify needed modifications and/or new systems, tools, and processes to enable team and company effectiveness and efficiencies.

• Identify and discuss with Leadership needed resources for team to deliver client business.

• Liaise with Leadership, other departments, and cross-functional team members to deliver projects as needed inclusive of changes in scope, priority, timing, and/or content.

• Lead/oversee drafting of SOWs and budgets, ensuring accuracy, scope clarity, and alignment with client objectives and internal standards.

• Own/oversee the SOW approval process, including internal routing, client review and signature, and PO acquisition

• Maintain/oversee updates to pipeline/POC reports.

• Lead/oversee addendum and termination documentation, coordinating timely review and execution with internal and external stakeholders.

• Approve staff timesheets.

• Prepare weekly timesheet.

• Manage and attend relevant internal meetings, as assigned.

• Other duties as assigned.

• 8+ years experience in medical communications, healthcare marketing, or scientific agency.

• Bachelor’s degree required, preferably with emphasis in Marketing, Business, or Science.

• Strong communicator both in written and verbal forms with a proven ability to effectively establish and nurture client, internal, and staff relationships.

• Previous experience with people management is preferred.

• Strong attention to detail.

• Ability to manage multiple priorities.

• Strong organization and time management skills.

• Ability to leverage internal and external relationships to the benefit of the project, client, and Summit Global Health.

• Must be efficient and skilled at using Microsoft Office (Excel, PowerPoint, Outlook, Word, etc.). Experience with Basecamp or similar project management systems is preferred.

• Extensive skills with web-conferencing tools such as Zoom, Microsoft Teams and WebEx.

• An efficient and persuasive speaker and writer who can communicate effectively to a wide range of audiences.

• Great team player with a strong drive and willingness to take initiative.

• Curiosity and aptitude for continuous thinking, learning and collaboration.

• Ability to travel to meet with stakeholders as necessary (up to 25% of time).

Please Note: You must reside within the country where this role is posted to be eligible for this remote job opportunity.

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 https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $102,600.00 - $285,600.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.