Introduction to IQVIA and the Role
IQVIA, a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry, is seeking an experienced Customer Experience Manager to join its team. As a Customer Experience Manager, you will play a crucial role in delivering valued omnichannel engagement solutions to key stakeholders in the Central and Western regions, resulting in an increase in the number of patients benefiting from our medicine. This is an exceptional opportunity for a highly motivated and experienced sales professional to leverage their skills and expertise to drive business growth and customer satisfaction.
Company Overview
IQVIA understands what it takes to deliver nationally and internationally, with teams that help biopharma, medical device, and diagnostic companies get their therapies to the people who need them. Our Commercial Sales & Medical Solutions (CSMS) organization is dedicated to the launch and marketing of pharmaceutical and medical products, with a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs. With over 10,000 field professionals in more than 30 countries, we address physician and patient needs, making us the world's largest CSMS organization.
Job Summary
The Customer Experience Manager will operate strategically in prioritized accounts to deliver customer-centric solutions, working closely with key stakeholders to identify clear goals, actions, and measures. You will be responsible for growing 100-200 key Synvisc accounts through proactive account management, managing existing contracts, and prospecting new business opportunities. As an "account orchestrator," you will utilize digital tools of engagement to provide a cohesive customer experience, demonstrating initiative, drive, and independence while taking ownership of meeting and exceeding individual business goals.
Key Responsibilities
- Develop and execute a pull-through plan for key systems, disseminating promotional materials through phone, email, and direct mail
- Manage existing contracts to ensure ordering in line with tier pricing structure
- Place customer orders and direct customers to Specialty Distributor selling platforms
- Prospect new business opportunities and create new customer agreements
- Maintain Account Map and Contact Tool, monitoring account performance
- Conduct live C-Suite Meetings as necessary, with the ability to travel up to 10% of the time
- Identify and analyze impediments to performance, guiding teams towards solutions in a commercial environment using digital and data analytics
- Utilize innovative tools and technology to enhance the learning experience, assisting others in adopting new technology solutions
Essential Qualifications
To be successful in this role, you will need:
- A minimum of 5+ years of pharmaceutical, biotech, or medical device sales experience
- Account Management Experience in Orthopedics, Medical Surgical, or complex account selling
- Proven success and a positive track record of consistent sales performance in complex markets with diverse customer segments
- History of successfully influencing customers using virtual tools and resources
- Demonstrated experience working in cross-functional teams and with stakeholders to drive business solutions and models
- Experience working across a variety of customer channels and profiles
- Experience with using AI and/or digital tools to adapt engagement style to customer needs
- Demonstrated ability to use data and data analytics to unearth valuable insights from data that can help lead to new solutions for the customer
- Demonstrated ability to learn and apply technical and scientific product-related information
- Highly organized with strong account management skills
- Strong commercial business acumen, strategic, critical thinking/problem-solving, and innovative thinking capabilities
- Excellent interpersonal skills and communication skills, with the ability to develop important relationships with key stakeholders
Preferred Qualifications
While not essential, the following qualifications are preferred:
- A minimum of 7+ years of pharmaceutical, biotech, or medical device sales experience
- Strong organizational skills with the ability to adapt to change in a fast-paced environment
Technical Skills
You will need to be proficient in:
- Microsoft Office Suite (Outlook, PowerPoint, Word, Excel)
- Power BI and Veeva CRM
Education and Language Requirements
You will need to have:
- A BA/BS Degree
- Fluency in English
What's in it for You?
IQVIA offers a wide array of benefits to support our employees and their families, including:
- Comprehensive benefit plan effective day one
- Health, Dental, Vision, 401k, Tuition Assistance, and Discretionary Time Off
- A competitive salary with a potential base pay range of $90,000 - $130,000
- Incentive plans, bonuses, and/or other forms of compensation may be offered
Company Culture and Work Environment
How to Apply
If you believe you have what it takes to succeed as a Customer Experience Manager, submit your application without delay. We are keen to hear from talented candidates like you.
Conclusion
This is an exceptional opportunity for an experienced sales professional to join a leading global provider of advanced analytics, technology solutions, and clinical research services. As a Customer Experience Manager, you will play a critical role in driving business growth and customer satisfaction, leveraging your skills and expertise to deliver valued omnichannel engagement solutions. Don't miss out on this chance to take your career to the next level and apply today!
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