Associate Manager, Client Services - Speaker Bureau

About the role

IQVIA's Speaker Bureau team delivers highly compliant meetings and events for Life Sciences organizations, combining industry expertise, compliance technology and a scalable approach. The Associate Manager, Client Services manages the delivery teams that plan and run Speaker Bureau programs for commercial clients, and works closely with the client Core Team.

Key responsibilities

• Manage a team of meeting planners, including office-based, home-based and hybrid employees, and coach them to perform well
• Set measurable goals covering productivity, quality, communication and customer service
• Ensure client-defined business rules are followed throughout program planning to meet compliance and customer expectations
• Manage daily tasks and SLA deadlines, proactively identifying risks and applying mitigation plans
• Raise critical compliance concerns and act on them
• Plan and manage resources against forecasted workload, monitoring KPIs to rebalance when needed
• Partner with Customer Success and Product Support on client SOW deliverables, profitability and retention
• Be the main point of contact for customer service inquiries, research and formal incident response, including root cause analysis and corrective actions
• Maintain client SOPs and set up client business rules in the planning platform, and escalate technical issues to support teams

Required profile

• 5+ years of experience in the meeting industry
• Experience leading people, teams or projects is highly desirable
• Life Sciences experience preferred; working knowledge of HCP interaction regulations is a plus
• Bachelor's degree preferred
• Strong communication skills, data analysis and problem-solving abilities

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams) and Outlook is required
• Knowledge of SharePoint, Salesforce, Zoom and Smartsheet is preferred