IQVIA is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.
Our clients rely on our knowledge, experience, and aptitude for problem-solving to optimize strategies across their organizations. Our ability to leverage and manipulate big data, coupled with our in-depth understanding of pharma industry and healthcare system, puts us in a unique position to deliver high-quality insights that address a variety of client needs.  

For our Warsaw Team, we are looking for CUSTOMER SERVICE MANAGER, CRM.

Responsibilities:

•    Builds and maintain strong relationships with Clients and Partners
•    Preferred point of contact for customers on service support
•    Performs troubleshooting of client solution issue and provide resolution
•    Performs Business Administration and Data Maintenance activities following established processes
•    Coordinates the routing and handling of Service and Change Requests
•    Responsible for the transparency program (communicate on what has been done whatever the status)
•    Accountable for the coordination of Product Releases deliveries
•    Accountability for adherence to SLA. Monitor services and support activities and report on delivery performance in accordance with SLA.
•    Manage escalations from client, including coordination across Tier-1, Tier-2 and Tier-3 support teams to resolve issues.

Required:

•    2+ years Service/Support management experience
•    Proven ability to coordinate service across multiple clients and countries
•    Client-facing skills, with ability to take charge and de-escalate critical situations
•    Clear client-friendly communication skills
•    Fluency in English and Polish, written and verbal

Desired/Preferred:

•    ITIL certification
•    Experience servicing Pharma commercial applications, especially CRM
•    Program/Project management experience
•    Fluency in other languages

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.