Customer Success Operations Jobs in North Carolina

INTRODUCTION

IQVIA Digital powers exceptional brand experiences, delivering innovative solutions based on a customer-first, insights-driven, and integrated omnichannel vision. We provide authenticated, privacy-enhanced data and analytics, innovative fit-for-purpose healthcare technology, and the expertise to enable an effective and adaptable commercial model that drives better quality of care and patient outcomes.

ROLE SUMMARY

The Director, Business Operations, is a leadership role responsible for establishing, scaling, and operating a joint RFP and Business Ops function across IQVIA Digital. This is a hands-on commercial leadership position accountable for improving sales execution, deal velocity, and revenue realization across the full commercial lifecycle—from pre-sales proposals, opportunity support and renewals through contracting, pricing, invoicing readiness, and revenue recognition. This role owns the operational infrastructure and processes necessary for Sales success including the dedicated CRM, client project tracking tools, invoicing, collections, and the KPI program execution. Reporting to the VP Strategy & Operations, this role partners closely with Sales, Account Management, Finance, Legal, Operations, Delivery & Execution, Product, and Sales Ops teams to remove administrative and operational friction from the selling process and to ensure consistent, scalable, measurable execution across all IQVIA Digital revenue.

What You’ll Love About This Role

• Lead expansion of existing RFP team beyond its current scope (agency focus) to all IQVIA Digital customer segments (pharma, partner, publisher, etc.) that directly supports revenue acquisition across a complex, multi-product digital portfolio.
• Operate at the intersection of sales strategy and hands-on deal execution.
• Lead coordination of cross-product and inter-business unit pitches.
• Partner closely with commercial, finance, legal, and operations leaders to improve speed, accuracy, and predictability of revenue.
• Drive measurable improvements in sales productivity, deal velocity, and in-quarter revenue performance.
• Lead systems, processes, and KPI program integrations that enable and measure commercial and delivery success.

KEY RESPONSIBILITIES

RFP Response Coordination

• Lead and scale IQVIA Digital’s centralized RFP capability, building on an established team currently supporting high-volume proposal execution to deliver consistent, high-quality responses across the portfolio.
• Expand the scope of the RFP function beyond its current agency-focused remit into broader client segments (e.g., direct pharma, platforms, data partnerships), ensuring coverage aligns to evolving commercial priorities.
• Own the end-to-end RFP lifecycle including intake, qualification, prioritization, proposal development, cross-functional coordination, and submission, ensuring accountability for timelines, quality, and outcomes.
• Serve as the central coordination point across Sales, Account Management, Product, Delivery, Finance, and Legal to aggregate inputs, align messaging, and drive efficient execution of complex, multi-product proposals.
• Establish standardized RFP processes, templates, and operating rhythms to improve consistency, scalability, and turnaround times while reducing variability across teams and segments.
• Partner with Product Marketing and Product teams to continuously strengthen proposal content, messaging, and positioning to improve win rates and differentiation in competitive situations.
• Develop and maintain a centralized repository of reusable proposal content, case studies, pricing frameworks, and best practices to enable faster and higher-quality responses over time.
• Scale performance tracking across the RFP pipeline (e.g., volume, turnaround time, win rates, contribution to revenue) and use insights to continuously refine strategy, resourcing, and execution.
• Provide surge coverage and leadership during high-priority or complex deals, including coordination of executive inputs and ensuring alignment across senior stakeholders.

Internal Systems & KPI Development

• Lead the development, optimization, and ongoing maintenance of IQVIA Digital’s internal commercial systems in coordination with RBU partners (e.g., Salesforce, Workfront, and related tools), ensuring alignment to enterprise standards while meeting Digital-specific needs.
• Own the design and governance of a centralized KPI framework spanning financial (e.g., revenue visibility, forecasting accuracy), people (e.g., headcount planning, capacity utilization), and process (e.g., workflow efficiency, cycle times) metrics within a single, integrated repository.
• Ensure consistent definitions, data integrity, and cross-functional alignment of KPIs across Sales, Account Management, Delivery, and Finance to enable enterprise-wide transparency and decision-making.
• Develop and operationalize both standard and bespoke KPIs tailored to leadership priorities and functional team needs, ensuring relevance to commercial performance and operational effectiveness.
• Establish regular KPI review cadences with leadership and functional teams to assess performance, identify gaps, and drive continuous improvement initiatives tied to measurable impact.

Workflow & Intake Platform Administration (Workfront)

• Own the configuration, administration, and optimization of Workfront to support standardized intake, workflow management, and visibility across commercial and technical operations.
• Design and maintain request queues, intake forms, routing logic, statuses, and automations to ensure work is captured, categorized, and directed to the appropriate owning teams.
• Configure incidents and request intake of workflows to support triage by delivery and technical teams, without assuming responsibility for resolution or execution.
• Partner with Sales, Account Management, Technical Operations, and Project Delivery teams to translate operational requirements into scalable Workfront configurations.
• Maintain platform governance, including naming conventions, workflow standards, permissions, and change controls.

Contracting, Pricing & Invoicing Enablement

• Act as IQVIA Digital point-of-contact to lead standardization of contracting workflows, including creating GTM intake standards for Statements of Work (SOWs) creation and improving execution with RBU Legal and Contracting.
• Support pricing accuracy by coordinating pricing models, managing discount documentation, and coordinating required approvals with Product and Finance.
• Ensure invoicing readiness from PO setup coordination with account teams to post-sale handoff to billing teams.
• Partner with Finance and Account Management to resolve invoicing, billing, and revenue recognition issues that impact cash flow or client experience.

Functional Leadership & Team Development

• Build, structure, and lead a joint RFP and BPTO team aligned to IQVIA Digital commercial and operational priorities.
• Set clear objectives, operating rhythms, and performance expectations for the function.
• Coach and develop managers and individual contributors, fostering accountability and continuous improvement.
• Identify opportunities to redeploy seller capacity by shifting administrative and execution work into the enablement function.

Cross-Functional Partnership

• Partner with GTM, Strategy, and Marketing to deliver high quality RFP submissions.
• Partner with Account Management leadership to support revenue growth, retention, and expansion.
• Collaborate with Product Marketing and Product teams to ensure sales readiness and consistent messaging.
• Work closely with Sales Operations, Finance, and Legal to streamline forecasting, pricing, contracting, and approval processes.
• Identify opportunities for IQVIA Digital growth within accounts through the creation, publication, and monitoring of impactful KPIs.

LOCATION

Durham, United States of America

COMPENSATION

The potential base pay range for this role, when annualized, is $106,000.00 - $295,300.00. 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 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.