The Director, Key Account Management is a client relationship champion, focusing on client satisfaction, retention, and account growth through strong communication and a deep understanding of client needs. This leader provides the primary relationship to major medical specialty societies and non-profit healthcare clients, engaging with senior executives and strategic leaders to drive revenue growth by leveraging the full IQVIA portfolio and identifying new business opportunities. The Director coordinates with sales, business, and service lines to ensure effective execution against client needs and IQVIA revenue targets.
Essential Functions:
Client Relationship Champion:
- Focuses on client satisfaction, retention, and account growth through strong communication and understanding of client needs.
- Invests significant effort in building and maintaining client relationships, ensuring expectations are understood and met.
- Frequently communicates with clients, addresses concerns, and provides solutions to maintain high satisfaction.
- Gathers insight into client business objectives and drives accountability and ownership of identifying IQVIA and / or partner solutions that will meet client needs.
- Accountable for coordinating with internal / partner teams and developing proposals /change orders for the solutions to meet client needs and ensuring service quality.
Building and Managing Customer Relationships:
- Develops and executes account strategy and planning, including relationship mapping.
- Supports customers’ strategies and needs through introductions to other IQVIA solutions and collaboration with operational stakeholders.
- Creates and maintains annual account plans.
Business Reviews and Executive Management Committees:
- Drives annual, semi-annual, and quarterly business reviews.
- Responsible for Client/Portfolio Executive Management Committees.
- Creates and monitors partnership-specific oversight and management KPIs.
Service Quality and Issue Resolution. - Acts as the client’s advocate within IQVIA, monitoring satisfaction metrics and proactively resolving issues.
- Mobilizes internal resources to address client concerns regarding deliverables or timelines.
Upselling and Account Growth:
- Identifies opportunities to provide additional value to clients, supporting upselling and account expansion.
Account Performance and Growth:
- Monitors overall account performance, including client satisfaction and performance against annual account plans.
- Identifies and leads the pursuit of targeted new business and contract expansion opportunities within assigned accounts.
- Identifies, scopes, and pricing for additional work, develops change orders and new statements of work, and manages contracting process for COs and SOWs.
- Supports negotiations in renewing multi-year and/or multi-country/regional contracts, including TMLSA negotiations.
Financial Management:
- Baselines and evaluates cross-IQVIA account profitability.
- Participates in and understands program deal pricing.
- Leads strategy and negotiations for account growth and profitability.
Requirements and Qualifications:
- To be eligible for this position, you must reside in the same country where the job is located.
- US Remote with expected travel, approximately 10%-20%
- Bachelor’s Degree required; master’s degree preferred.
- 10+ years of relevant sales or account management experience, preferably with complex clients and experience employing consultative selling skills.
- Intermediate familiarity with medical specialty societies, non-profit healthcare organizations, registry solutions, and project delivery practices required.
- Previous clinical experience is desirable.
- Expertise in segment and key account management methodologies.
- Excellent communication, interpersonal, and customer service skills.
- Strong knowledge of medical specialty account management.
- Excellent business and industry awareness, with a thorough understanding of industry trends and their impact.
- Strong presentation and influencing skills.
- Demonstrable experience in autonomous decision-making roles.
- Ability to work creatively in a fast-paced environment, maintaining flexibility and adapting to changing priorities.
- Proficiency in Microsoft Office Suite: PowerPoint, Word, and Excel.
- Demonstrable team player with high stress tolerance and ability to establish and maintain effective working relationships with coworkers, managers, and clients.
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. Learn more at https://jobs.iqvia.com
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
The potential base pay range for this role, when annualized, is $111,200.00 - $309,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.