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Director, IT - Customer Success Manager

Company: IQVIA
Location: Durham
Posted on: May 6, 2021

Job Description:

Job DescriptionDirector, IT - Customer Success Manager has the accountability for understanding customer outcomes through ongoing collection, analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. The incumbent will be involved in all aspects of product implementation, support, account management, demonstrating the product, educating customers and more. Primary Job Responsibilities: * Collaborate with Product Management, Product Engineering & development teams to set up and configure our software platform as per customers' requirements and troubleshoot technical issues raised by customers * Work with multiple cross-functional teams to ensure seamless technology and operational setup. Be accountable for the technology onboarding of customers * Serve as the primary contact for escalation around issues related to onboarding, training and post go-live support * Understand customer outcomes by communicating with customers, analyse customer health metrics and gather other feedback * Represent the voice of the customer to provide input into the core product, marketing and sales process * Collaborate closely with team members support renewals and expansion opportunities * Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements * Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base Minimum Qualifications: * A minimum of 10 years of management and leadership experience in a software development/Technology Consulting organization * A minimum 5 years of experience in life sciences domain with a clear understanding of clinical trial management processes * Account Management experience with leading technology product/services organization * Hands-on experience in developing and/or configuring/implementing technology products, preferably in the life sciences domain * Solutioning mindset and problem solving capabilities * Ability to effectively work in a matrixed, cross-functional organization with multiple stakeholders * A Bachelor's degree in Computer Science, Engineering, or another technology-related domain * A minimum of 5 of years hands-on commercial software development experience using mainstream programming languages; * Exceptional written, verbal and presentation skills Travel: Requires 20% travel This position is open to being remote/home-based ----- LinkedIn - #LI-samuelgabrielson At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com. IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA's Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.

Keywords: IQVIA, Durham , Director, IT - Customer Success Manager, IT / Software / Systems , Durham, North Carolina

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