Associate Client Services Lead

The Associate Client Services Lead, under the supervision of senior members of Client Services team, serves as the main point of contact for their respective regions portfolio studies, manages the client / IQVIA PL relationship (as appropriate), oversee payment management projects and ensure sponsor satisfaction is achieved. Manage and oversee the initiation and study management of protocols including identifying all protocol related information, timelines, reporting and initial setup of proprietary software system used to initiate studies.

 

Responsibilities:

• Act as the primary point of contact for assigned sponsor(s) and Associated studies.
• Manage the project timeline, identify/pursue change orders and coordinate with other stakeholders, as necessary.
• Prepare materials and KPI s for sponsor Governance Meetings and participate as appropriate.
• Identify and execute process improvement initiatives when appropriate.
• Prepare, arrange and execute regular client meetings and ensure all necessary materials are presented with accuracy and completeness.
• Function as the engagement leader providing management throughout the length of the clinical trial by overseeing activities of the project team to ensure sponsor commitments and IQVIAs service levels are achieved.
• Coordinate with Site Solutions and Data Operations to ensure proper resource assignment and service delivery quality.
• Ensure that IQVIA financial interests are appropriately protected through diligent scope of work management efforts.
• Ensure support to the clinical trial sites is provided at IQVIA s levels of excellence through timely resolution of issues that are raised via email and/or phone contact.
• Responsible for ensuring that payments do not exceed SOW timelines.
• Responsible for ensuring change orders are executed and communicated to appropriate personnel.
• Responsible for performance review input to Site Solutions and Data Operations for roles that support assigned sponsor.
• Coordinate with the Site Solutions and Data Operations team members to prepare and complete sponsor funding as needed.
• Ensure that all IQVIA processes and standards are followed and that appropriate financial controls are observed and are in line with sponsor requirements for managing and mitigating financial risk.
• Ensure work is SSAE 18 compliant.
• Responsible for monitoring, assist in resolving and escalating operational and performance metric issues.
• This role may require assistance from Sr. Lead or Manager to support more difficult Lead activities.

REQUIRED EDUCATION AND EXPERIENCE

• bachelors Degree in Finance, Business Administration or equivalent experience
• Experience as a Site Solutions Assoc, Data Operations Assoc, or equivalent experience preferred
• Experience with financial business applications preferred
• General knowledge of Clinical Trial Industry preferred
• Project management or team leadership experience preferred
• Comfortable representing Clinical Trial Payments to internal / external stakeholders.

Skills and Abilities

• Must be customer focused and have excellent written and oral communication skills
• High energy, self-starter with the ability to work in a team environment, as well as independently
• Able to think independently, and to analyze and solve problems creatively