Client Relationship Manager (OneKey)

Job Overview

With responsibility for supporting a portfolio of high visibility accounts the role of OneKey Client Relationship Manager sits within the Market Intelligence BU within IQVIA UKI.  It is a client facing role with the objective to sustain, deliver and grow the OneKey portfolio in existing contracted clients, whilst proactively delivering service excellence to improve overall customer experience.

The Client Relationship Manager is responsible for the retention and growth of the OneKey portfolio within nominated accounts with the aim of developing accounts to achieve upsell sales targets and maximise revenue generation, whilst effectively networking to develop relationships at all levels to ensure IQVIA maintain and grow business within clients. 

The Client Relationship Manager will become a trusted advisor to clients building relationships with key stakeholders through face to face and online interactions to fully understanding customers businesses and being able to recommend the most appropriate solutions from IQVIA’s portfolio not just from within the Market Intelligence BU.  The Client Relationship Manager will successfully deliver solutions meeting the relevant service level policies/ agreements and contractual obligations across the breadth of the OneKey portfolio that are in place.

Working in collaboration with internal functions such as Consulting and Commercial Effectiveness, GTM, Offering Development, Sales Enablement, Delivery and Productions teams, the OneKey Client Relationship Manager will be responsible for championing the needs of our customers and evolving internal processes to enable improved customer experience.

Role and responsibilities:

• Build and maintain strong relationships with key customer stakeholders and be visible and known in those clients using variety of communication methods (F2F, Online, Telephone and email)

• Network within accounts to identify key contacts and understand internal decision-making processes/ structures, enabling effective account management and minimising obstacles during sales process

• Manage existing revenue streams with responsibility for invoicing and annual renewals process.

• Identify and manage upsell and pipeline sales within allocated accounts (including proposals, invoicing, forecast and associated reporting or processes) to achieve individual sales target

• Produce and maintain client plans incorporating quarterly reviews and financial forecasts and inputting to IQVIA UKI strategic client plans via Key Account Management team.

• Manage and be accountable for all Service Management Processes, in line with the UKI OneKey Client Service Charter for agreed client allocation.

• Management of structured client review meetings clients including setting clear agendas, writing up actions and delivering against actions in a timely manner

• Liaise with OneKey colleagues in other IQVIA country and regional organisations to support the service and support of multi-country projects in UKI affiliate clients

• Collaborate with cross functional teams to proactively identify, resolve and communicate client issues and queries and ensure a connected IQVIA approach to managing clients

• Maintain compliance of storing and keeping up to date relevant client documentation in central repository (sharepoints) and to all IQVIA and broader industry rules and ways of working

• Continually develop and update own knowledge and understanding of pharmaceutical industry, IQVIA organisation and offerings

• Identification of any potential threats to the existing OneKey business including any client dissatisfaction, competitive activity, low usage or perceived value of existing services and either recommend or, where possible, take corrective action to rectify the situation (or escalating internally where appropriate)

Education, skills and experience required

• Relevant account management and/or service/sales experience

• Proven track record in working in partnership with clients

• Negotiation and Influencing experience within a commercial environment

• Broad knowledge of key Life Science  and Pharmaceutical industry issues and challenges

• Ability to create and execute strategic customer plans

• Excellent communication skills, with proven ability to interpret and present complex concepts

• Eligibility to work in the UK/EU without sponsorship

Personal Skills

• Proactive and accountable with the aim to always drive positive client satisfaction

• Self-motivated, driven to succeed and to work on own initiative

• Strong project management and process skills

• Building strong and lasting relationships with customers

• Ability to organize and prioritise own workload

• Ability to work within a team environment

Technical Skills

• Competent in the use of Microsoft office, to deliver professional client communications including Word, PowerPoint and Excel.

• Highly numerate with strong analytical skills and attention to detail