Job Overview

Client service (50%)

• Act as main point of contact for the client during study maintenance
• Organise or participate in regular client meetings
• Respond to all client requests in a timely manner
• Manage study and Program budgets, Change Orders (COs) as required
• Provide regular updates to client on study related information
• Proactively review supply strategy for improvements and identify risks
• Periodically review study data to identify trends or issues

Data changes (20%)

• Work with APM to author data change requests based on Client’s request
• Pre-approve data change requests as needed
• Coordinate the implementation and review of the data changes

Help desk support (10%)

• Review helpdesk tickets that get escalated from APM team
• Take appropriate actions to resolve the tickets as quickly as possible
• Initiate updates to helpdesk study guides

Other tasks (20%)

• Take leadership on study programs or client accounts to define standards, lessons learned, support sales and be part of SME teams
• Investigate issues and manage them through to resolution
• Provide peer-level training, mentoring of new hires and Jr. PM Staff, along with
• creation and delivery of formal technical training sessions
• May participate in Investigator meetings, bid defenses, quarterly business reviews with clients; supports both client and qualification audits, and present at trade shows
• Implement system change requests if needed, including for protocol amendments
• Partner with other managers cross-functionally to develop and implement business process improvements
• Provide input into the writing and review of Standard Operating Procedures (SOPs or CSOPs)
• Create, monitor, or action CIRT system Issue alerts through to full resolution
• Help provide solutions to problems/issues raised by junior staff
• Other related duties as required by business need

Requirements

Skills and Competencies

• Strong customer service ethic, always providing excellent service to both internal and external ‘clients’.
• Established acumen in working with external clients
• Accountable to perform tasks on-time and with high quality.
• Established high-level IRT technical aptitude
• Excellent written and verbal communication skills
• Strong team player with ability to work independently
• Solid organizational skills including attention to detail and multi-tasking skills
• Good problem solving and analytical skills
• Strong IT skills and working knowledge of Microsoft Office

Education and Experience

• Bachelor's degree or equivalent combination of education, training and experience
• 6+ years clinical research or project management experience
• Experience working in IRT and in a customer service/customer facing environment required

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

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role, when annualized, is $92,000.00 - $153,300.00. 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.