Customer Success Director Jobs in North Carolina

Job Overview

Provide strategic leadership at customer account level for multiple large projects, as assigned by senior management team. Act as Sponsor's primary point of contact throughout project duration for local and globally scoped deliverables (programs) with single/multiple Lifecycle Safety functions. Line management responsibilities for assigned Customer Delivery Leadership (CDL) staff aligned to work on account(s) owned by the Customer Team Management (CTM). Collaborate with global management team to develop and implement strategic initiatives and ensure global consistency.

Essential Functions

• Work with Sales and Proposals to ensure rapid, seamless, tailored responses to opportunities. Drive business growth by improving customer loyalty through enhanced customer relations, service delivery excellence and excellent customer communication.
• Collaborate in the definition of customer-centric, account management strategies and provide oversight of their implementation within assigned account(s) i.e. solicitation of repeat business; identification of new business opportunities developing to RFPs; assist in contribution of customer centric, strategic focus to proposal development process; assist in transforming customer relationships to partnership level; establish mutually agreed working practices with customer for standardization implementation across projects/programs; contribute to strategic planning, assist in creative solutions and ongoing process improvements to meet anticipated future customer needs; provide customer feedback; status reports.
• Works with Lifecycle Safety service operations constructively in a matrix framework to achieve project and customers deliverables.
• Lead and contribute to Global initiatives and will work in close collaboration with Service Operations (SO) and Lifecycle Safety Infrastructure. Assist in the implementation and support of customer managed decisions as determined under guidance by senior management.
• Impart specialist expertise in CDU aligned specialist areas, as well as applying them across LSM and SO.
• Lead by example bid defenses; client meetings; attend investigator meetings, and present as required.
• Maintain ongoing project communications with internal and external project stakeholders.
• Manage scope and budget review and finalization with sponsors ensuring program financial targets are met.
• Accountable for oversight of Lifecycle Safety performance for projects/programs on assigned account(s) to include customer interface and communications; customer deliverable and realization/profitability; service integration and technical solutions.
• Provide effective senior representation of Lifecycle Safety in high visibility forums e.g. joint IQVIA-Sponsor steering Committees, GOH teams, cross-functional project reviews.
• Effectively contribute to sales activities across other accounts and Customer Delivery Management as needed.
• Provide historical perspective and input on clients and processes. Provide input on the success or failure of previous initiatives and appropriately field concerns.
• Hold at least bi-monthly meetings with direct reports to discuss, at a minimum: project status, including timelines, delivery updates, financial aspects of the group or project, and potential risks, associated mitigation and support required; status of any initiatives that they may be involved in; the team's utilization rates; the direct report's training and other administrative obligations, such as Standard Operating Procedures (SOPs) and corporate training mandates; personnel issues; and career or training objectives.
• Create and implement plans for measuring and improving employee engagement ensuring global consistency. Maintain open and regular communication with direct reports to ensure a supportive working environment.
• Efficiently conveying messages from leadership to direct reports and teams, as well as effectively communicating issues and opportunities up to leadership.
• Might be needed to serve as the designated substitute or alternatively ensure coverage is in place for direct reports during their absence or in case of turnover.
• Prepare, present and respond in bid defense meetings and discussions. May input into more complex requests for information (RFIs) or requests for proposal (RFPs). Liaise with Business Development to give timely inputs regarding the feasibility of all new proposals going out to clients.
• Contribute at IQVIA internal cross-functional project team meetings interfacing with other functional leads customer project status meetings and oversight group meetings. Subject Matter Expert (SME) Meetings, as appropriate.

Qualifications

• Bachelor's Degree Health science or other directly related field
• 8 years' clinical research experience in a Contract Research Organization or Pharmaceutical company combining 5 years of Lifecycle Safety experience (Pharmacovigilance, CEVA, Medical Information, Safety Publishing, Risk Management, etc) and 3 years' line management experience or equivalent combination of education, training or experience
• In depth knowledge and understanding of Lifecycle Safety service lines; willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.
• Strong business acumen; financial management and budgeting skills.
• Proven Staff management skills, strong leadership, motivational and influencing skills.
• Strong project management; strategic planning; delegation and organisational skills. Proven ability to work on multiple projects and manage competing priorities.
• Confident in raising and discussing sensitive topics without management intervention and in communicating effectively with senior levels of management in both IQVIA and customer organizations.
• Demonstrated ability to remain calm and assertive yet diplomatic in more challenging interactions with customers and colleagues.
• Excellent communication (both verbal and written), presentation and negotiation skills.
• Ability to establish and maintain effective working relationships with coworkers, direct reports, managers, and customers at a senior level.
• Autonomous independent decision-making; problem solving and judgment skills.
• Strong customer focus; account and alliance management and experience in customer contracting models.
• Proven ability to professionally network; present and lead at meetings/ teleconferences
• Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared responsibilities.
• Demonstrate excellent flexibility; self-motivation; creativity; innovation and solutions driven approach
• Demonstrates financial awareness. Promotes good practices to manage financial performance.
• Strong ownership skills: take initiative and move forward with limited guidance.

LOCATION

Durham, United States of America

COMPENSATION

The potential base pay range for this role, when annualized, is $98,200.00 - $273,200.00. 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.

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.

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.

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.