Client Service Manager - AmerisourceBergen Corporation

Employment Type

: Full-Time


: Non-Executive Management

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What you will be doing

Under general direction from the Director, Client Service, this individual serves as the primary point of contact for IQSS analytics clients. This individual is responsible for providing direct client service, first line data analysis support for IntelliVIEW subscriptions and serving as the main engagement lead for all ION data purchases and/or custom analytics projects. This position also serves as internal project management support for custom data analytic projects, working in a cross-matrix structure to ensure the steps of the project are moving forward in conjunction with contract analytic and timing requirements. This position may partner with sales as subject matter expert.

  • Serve as primary point of contact for all assigned IQSS pharma and biotech clients

  • Acts as the key internal client contact for the sales, analytics and data product management organizations

  • Responsible for clearly communicating client needs and coordinating feedback related to data purchases and/or business issues including but not limited to analytic insights on the data

  • Defines client reporting needs, format, frequency, and develops deliverables to meet said needs, whether via ad hoc data pulls or automated report creation

  • Manages the internal cycle of a custom analytic client engagement, from post proposal acceptance, confirmation on business requirements and related documentation, clarification of project milestones and associated timelines, final deliverable creation and customer presentation and sign-off

  • Coordinates with internal teams (Data Product Management, Analytics, Sales, etc.) to develop and deliver analytics projects for client base

  • Validates data to ensure the accuracy and quality before the deliverable is distributed

  • Escalates all client data needs to Sales and Analytics teams for evaluation of our capability to deliver and our long term data development strategies

  • QC standard monthly IntelliVIEW reports, both syndicated and custom to ensure accuracy

  • Handles the communication to IQSS customers on how to access reports using IQSS website; responsible for owning customer report requests and works through the organization (Data Ops and Analytics teams) to get reports in order to provide to requesting customer.

  • Works with key contacts in Sales, Analytics and Data Operations to efficiently assist the customer on all service and data requests, as well as lead point of internal coordination on client follow-ups for project related milestones and/or issue resolution

  • Supports Sales leads to maximize client satisfaction and ensure contract renewals as applicable, and/or add-on project work related to custom analyses

  • Performs industry research, organizes, develops and delivers content for client meetings by integrating internal data with publically available market insights.

  • Actively contributes to the thought leadership of the team by sharing industry insights and analytics to the cross team membership

  • Coordinate with Product Managers and other team members on the needs and requirements of the Analytic Solutions offerings for future advancement

  • Responsible for larger and more complex client groups.

  • Partner with Sales lead in client meetings as the subject matter expert.

  • Performs related duties as assigned

  • What your background should look like (minimum qualifications)

    Requires broad training in fields such as business administration, client service, project management, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year Bachelor's Degree Program. Normally requires a minimum of 5 years demonstrated successful achievement in the Engagement Manager I role, or 10+ years of experience in role(s) with progressive responsibilities directly related to client service roles or project and engagement management experience in the pharma/biotech industry. General data mining and direct analytic experience with clinical patient EMR data, pharmacy and/or medical claims data and/or other relevant data sets essential.

  • Understands basic data needs of pharma clients related to sales tracking, market sizing and physician prescribing behavior

  • Working knowledge of clinical patient EMR, prescribing and/or medical claims data, oncology markets preferred

  • Proven track record of providing account management and client services to large customers

  • Ability to communicate effectively, both orally and in writing, for the purpose of preparing reports and disseminating information both internally and to external customers

  • Willingness to travel to client site and team meetings as requested.Travel is no more than 20%.

  • Experience working in a matrix organizational structure

  • Demonstrated history of operating as in a client support, service and/or engagement manager role

  • Superior analytical skills relative to physician prescribing data

  • Excellent organizational skills; attention to detail

  • Excellent integration, implementation and management skills

  • Excellent interpersonal skills

  • Working knowledge of computers necessary to operate effectively with company systems and programs, including Microsoft Office suite and SQL if coming internally from Engagement Manager I

  • Strong interpersonal skills; ability to develop and maintain cooperative working and business relationships

  • Strong presentation skills; ability to train others

  • Ability to interpret industry trends and competitive information and develop key insights related to data trends and market dynamics

  • What AmerisourceBergen offers

    We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.

  • Healthcare for associates and eligible dependents, same-sex and domestic partners
  • Paid time off, including vacations and holidays
  • Paid volunteer time off
  • Life insurance and disability protection
  • Pet insurance
  • Employee Stock Purchase Program
  • Retirement benefits and more
  • Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.

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