Director of Client Services
IQVIA
Director of Client Services
Job Description
Director, Client Services Programs We are seeking a Director to lead a high-performing, patient-centric client services program. This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states. Key Responsibilities Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery Drive change management initiatives, including program enhancements and CRM/system updates Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations Represent the program in governance forums, including QBRs and strategic planning sessions Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities Qualifications Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience Strong knowledge of specialty pharmacy and its integration with manufacturers and payors Proven leadership skills with experience coaching, motivating, and developing high-performing teams Excellent communication and presentation skills with strong interpersonal effectiveness Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders Strong analytical and organizational skills, with experience managing complex data and reporting processes Experience with financial and budget management Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence Customer-focused mindset with strong professionalism, empathy, and service orientation Strong problem-solving, critical thinking, and active listening skills Advanced technical proficiency, including Microsoft Office and database management tools Contact center experience, including script review and training, preferred 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.comIQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoeIQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.The potential base pay range for this role is $150,000 - $165,000 annually. 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.
Locations
- NC, Durham
Salary
150,000 - 165,000 USD / yearly
Skills Required
- healthcareintermediate
- specialty pharmacyintermediate
- financialintermediate
Required Qualifications
- Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience (experience, 7 years)
- Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience (experience, 7 years)
- Strong knowledge of specialty pharmacy and its integration with manufacturers and payors (experience)
- Strong knowledge of specialty pharmacy and its integration with manufacturers and payors (experience)
- Proven leadership skills with experience coaching, motivating, and developing high-performing teams (experience)
- Proven leadership skills with experience coaching, motivating, and developing high-performing teams (experience)
- Excellent communication and presentation skills with strong interpersonal effectiveness (experience)
- Excellent communication and presentation skills with strong interpersonal effectiveness (experience)
- Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders (experience)
- Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders (experience)
- Strong analytical and organizational skills, with experience managing complex data and reporting processes (experience)
- Strong analytical and organizational skills, with experience managing complex data and reporting processes (experience)
- Experience with financial and budget management (experience)
- Experience with financial and budget management (experience)
- Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence (degree in a fast)
- Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence (degree in a fast)
- Customer-focused mindset with strong professionalism, empathy, and service orientation (experience)
- Customer-focused mindset with strong professionalism, empathy, and service orientation (experience)
- Strong problem-solving, critical thinking, and active listening skills (experience)
- Strong problem-solving, critical thinking, and active listening skills (experience)
- Advanced technical proficiency, including Microsoft Office and database management tools (experience)
- Advanced technical proficiency, including Microsoft Office and database management tools (experience)
- Contact center experience, including script review and training, preferred (experience)
- Contact center experience, including script review and training, preferred (experience)
- 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 (experience)
- IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. (experience)
Responsibilities
- Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives
- Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives
- Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication
- Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication
- Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development
- Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development
- Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management
- Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management
- Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
- Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
- Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders
- Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders
- Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence
- Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence
- Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery
- Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery
- Drive change management initiatives, including program enhancements and CRM/system updates
- Drive change management initiatives, including program enhancements and CRM/system updates
- Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations
- Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations
- Represent the program in governance forums, including QBRs and strategic planning sessions
- Represent the program in governance forums, including QBRs and strategic planning sessions
- Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities
- Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities
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