Service Manager

Service Manager at IQVIA Belux

Are you passionate about building strong client relationships and delivering exceptional customer experiences?

Do you thrive in a dynamic environment where you can act as the bridge between client needs and company solutions? If so, we invite you to explore the exciting opportunity of becoming a Service Manager at IQVIA Belux.

About the Role

As a Service Manager, you will be the face of our company to our clients and their trusted partner within our organization. Collaborating closely with account managers, consulting teams, product teams and client service teams, you will play a critical role in ensuring that our clients receive maximum value from our products and services. Your focus will be on fostering long-term client relationships, driving customer satisfaction, and identifying new opportunities for growth.

Key Responsibilities

Client Success & Service Delivery

• Take responsibility for the quality of service delivered to clients, ensuring their satisfaction and maximizing the value derived from our solutions.
• Be the primary point of contact for clients, addressing their needs, resolving issues, and managing expectations effectively.
• Ensure contract specifications and ad-hoc client requests are fulfilled with timeliness and quality.
• Proactively monitor client satisfaction, collaborating with internal teams to ensure the highest level of service delivery.

Customer Relationship Management

• Build and maintain strong, long-term relationships with clients to ensure they derive ongoing value from our products and services.
• Actively engage with clients to understand their priorities and provide tailored support.
• Partner with account managers to expand the usage of current deliverables and identify opportunities for additional revenue.

Relationship-driven Growth

• Analyze client needs and recommend upgrades or additional features to meet their evolving requirements.
• Identify leads and collaborate with the sales team to pursue new business and contract expansion opportunities.
• Leverage your understanding of client goals to support revenue and growth targets.

Continuous Improvement

• Develop and maintain knowledge of agile project management approaches to enhance service delivery.
• Actively seek feedback from clients to identify areas for improvement and inform the Manager of Services & Value Development about emerging issues.
• Continuously explore ways to optimize processes and deliver an exceptional customer experience.

What You'll Bring

To thrive in the role of Service Manager, you'll need to bring a combination of organizational skills, relationship management skills, and business acumen within a data-driven environment.

Experience

• Proven experience (3+ years) in client-facing roles such as Service Management, Account Management, Project Management or Customer Success.
• Strong background in managing client relationships and delivering B2B services, preferably in a technology, consulting, or healthcare-related industry.
• Experience in identifying growth opportunities and collaborating with sales teams to drive revenue.

Skills

• Proficient in Dutch/French/English
• Strong organizer and relationship builder
• Analytical mindset with the ability to assess client needs, provide recommendations, and solve complex challenges.
• Proficiency in CRM tools (e.g., Salesforce) and project management software (e.g., Jira or similar tools).
• MS Office

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.