Associate Director, Client Services

Description:

The Associate Director (AD) Client Services is responsible for the client relationships and operational delivery for a portfolio of CFS projects supporting clients in the Medical Device, MedTech and/or Diagnostics industries .

This includes delivery oversight of project deliverable directly managed by Client Service Managers who partner with clients to deliver results in recruitment needs, scheduling, billing, program health, problem-solving, and conflict resolution. The AD is responsible for client escalations and maintaining a strategic client relationship, internal team oversight in conjunction with the Resource Manager, and reporting on and tracking program health. They will oversee daily tasks to ensure that consistent, efficient workflows are in place, yielding optimal productivity and performance, and reporting against agreed-upon metrics. Other roles and responsibilities of the AD Client Services are inclusive of but not limited to customer success through timely on-boarding of individuals, managing customer and employee satisfaction as well as driving for additional business and revenue with existing customers through program success.

The AD Client Services works closely with senior management to deliver on company objectives. The AD acts as a member of the Operations Leadership Team helping to drive long term strategic improvements in business processes.

Responsibilities:

Manages a portfolio of client projects:

• Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
• Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e., determines responsibilities and timeframes and negotiates resources with internal departments).
• Creates, maintains, and monitors the client service agreement across business lines, ensuring consistency in service.
• Performs assessments of client needs on a regular basis
• Ensure that Operations processes and procedures are standardized and followed
• Monitor progress in achieving quality objectives in recruitment, scheduling, and client and employee satisfaction
• Liaise with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Review financial information and adjust operational budgets to promote profitability
• Drive delivery aspects of client Quarterly Business Reviews in collaboration with other team members

People leadership of client delivery teams:

• Oversee and manages a team of Client Service Managers (CSMs) and other roles necessary for project delivery (e.g., scheduling, recruiting), providing direction and guidance for the execution of client deliverables.
• For CSMs, this management is in a dotted line reporting structure; CSMs directly report into the CFS Resource Manager. The AD will contribute to management and performance reviews as agreed upon with the Resource Manager
• Collaborating with the Resource Manager regarding hiring decisions, and facilitating the training of new team members in the Operations department in alignment with the training plan set out by the Training department
• Meet with team members regularly to provide client-related delivery coaching and identify focus areas

Partners with sales leaders to guide new solutions:

• Partners with account management to price products
• Partners with account management to provide guidance on operational aspects related to the scope of a new sale

Leadership role as a member of the Operational Leadership team:

• Acts as a key member of the CFS Operational Leadership Team (OLT), which includes joining regular leadership team meetings, presenting, and contributing to team townhalls and communications, and driving strategy through one specialized area of choice (as agreed with practice leader)
• Acts in collaboration with OLT to generate solutions and ideas for business growth and process improvements
• Regularly evaluate the efficiency of business procedures according to organizational objectives and develop process improvements
• Evaluate overall department performance by gathering, analyzing, and interpreting data and metrics

Qualifications:

• Hybrid work schedule including approximately 5-8 days per month in office and 1 week per quarter in the CA office.
• Four-year college degree (B.A, B.S. or equivalent) required with a background in business preferred. 
• Experience managing others and leading cross-functional teams required.
• Relevant experience from the Medical Device,