Senior Client Services Analyst

Analytics Link Solution Specialist

Overall purpose of the job: To deliver first in class service to our clients and ensure optimal usage of GMI Syndicated Analytics products, thus facilitating a positive and productive long-term relationship.

Client Facing Responsibilities:

• Establish and build positive client relationships with clients, understanding their requirements in terms of data and services for the Analytics Link Ecosystem
• Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
• Resolve detailed and complex client data queries in a timely manner, using in-depth knowledge of Analytics Link suite of modules and links, with a strong focus on Forecast Link and its methodology.
• Process users' access requests
• Conduct customized and syndicated client trainings on Analytics Link modules and links, as well as adhoc training sessions or workshops.
• Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data.
• Manage and produce client ad-hoc requests
• Approve client trials (and collaborate with the Sales team for its implementation)
• Circulate client survey feedback form regularly

Internal Responsibilities:

• Collaborate with Client Service, Sales, Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution
• Support the wider Global Market Insights team (especially Client Service) acting as a subject matter expert for Analytics Link Solution
• Support the Analytics Link Service team lead in driving and implementing initiatives globally. Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
• Provide client feedback to the AL Service lead, the Offering team (opportunities for platform and content development), and the Sales team (flag business risks and opportunities).
• Support Sales team in producing and interpreting Analytics Link clients' usage statistics.

Essential Experience:

• Good understanding of MIDAS sales and Prescribing Insights data, understanding of other Global Market Insights core offerings a plus
• Experience with Forecasting (basic understanding of baseline generation and eventing)
• Experience with other IQVIA data assets a definite advantage, e.g. Pipeline, Protection datasets, Market Prognosis etc.
• Experience with Market analysis at disease level (data analytics or qualitative PMR)
• 3+ years of client facing experience (client service, consulting or project management), ideally within the pharmaceutical industry.
• Understanding of basic epidemiological principles, i.e. prevalence, diagnosis and treatment rates. Basic understanding of different drug formulations, dosage and frequencies of administration and prescribing information.
• Basic understanding of product lifecycle, drug development processes and stages of development from pre-discovery to marketing authorization.

Technical Skills:

• Highly numerate with strong analytical skills and attention to detail.
• Ability to manage client expectations with regards to timelines as well as product/service capabilities.
• Excellent IT skills. Microsoft office suite: Word/PPT/Excel, Outlook/Teams
• Experience in using IQVIA MIDAS data or NPA/NDTI local audits.
• Experience in using Analytics Link or SGME (SMART-MIDAS) software a plus.

Personal Skills:

• Bachelor's degree/ Master's degree
• Excellent interpersonal, written and oral communication skills. In particular, ability to understand and communicate detailed analysis, resolve complex data queries, and manage client's expectations.
• Excellent presentation skills
• Excellent team player, able to collaborate across departments/functions at all levels with multi-geographical/cultural teams
• Proactive and able to work under own initiative
• Strong organizational skills
• Japanese or Chinese as a 2nd language a plus