Client Operation Lead Position Available In Delaware, Pennsylvania

Client Operation Lead, IQVIA Inc., Wayne, PA. May telecommute (work from home) from anywhere in the U.S. and report to the Wayne, PA company location. Provide post-implementation support and service activities for IQVIA’s technology products and services for a designated client or group of clients. Manage and monitor service level agreements and ensure client’s obligations and standard levels of service are met. Host daily standup meetings with the technical resources aligned to the Client Services Rep 3’s assigned clients to ensure the following are completed: progress is being made on existing open items; set or reset priorities based on current status and ticket backlog; documentation of roadblocks preventing progress that may require potential escalation to other team within the group, including product, engineering, account management, the client, and 3rd party vendors. Serve as a client contact to coordinate resolution of service incidents and escalation of technical issues. Provide feedback based on client experiences to support product and process improvements and manage status calls. Follow established standards of excellence by reviewing tickets, focusing on quality in all aspects of work. Perform weekly review of SLAs to ensure compliance with contractual obligations to escalate breaches or potential breaches of SLA’s to technical teams and account management. Perform weekly review and approval of timecards within the project tracking system for resources that have been logging time against the Client Services Rep 3’s assigned clients. Develop client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Create and provide quarterly metrics to the account management teams to assist in QBR presentations. Collaborate with sales and support groups to demonstrate value of support offering to client. Provide interpersonal skills and technical product knowledge and expertise that are critical to responding to daily client-centric activities. Manage billable hours and review time against assigned projects. Work M-F, 8:30am — 5:30pm EST with occasional after hour and weekend work as needed to meet operational deliverables and contractual commitments.

Salary Range:

$91,013 – $142,600/year. Requires at least a bachelor’s degree in Computer Science, Engineering, Mathematics, or a related STEM field, or foreign equivalent. Requires two (2) years of customer service or customer support experience to include two (2) years of the following: utilizing knowledge of contracts, Statements of Work, and Service Levels in order to execute contract review and editing, SOW development and Service Level monitoring, adherence and reporting; one (1) year: ticket management experience; and utilizing ITIL knowledge to categorize tickets.

Apply:

Send resume to: usrecruitment@iqvia.com and reference job #115166.