Client Services Specialist

Summary:

• Under general direction of the Director of Client Services, this individual serves as the primary point of contact for ION 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.

Primary Duties and Responsibilities:

• Serve as the primary internal point of contact for the Sales, Analytics, and Data Product Management teams, ensuring client needs are clearly understood and communicated

• Collaborate with customers and Sales/Contracts teams to address contract-related changes, feedback, and business issues, including analytic insights on data purchases

• Maintain and update customer contact information across all CRM platforms, ensuring data accuracy and accessibility

• Actively contribute to team thought leadership by sharing industry insights, customer feedback, and analytics, driving innovation and continuous improvement across cross-functional teams

• Coordinate and assist with the execution of monthly InfoDive webinar presentations, including follow-up marketing initiatives

• Conduct research, develop, and deliver customer analyses to meet the needs of internal divisions or external stakeholders

• Serve as the primary customer contact post-contract, supporting implementation and ensuring successful delivery of agreed-upon deliverables

• Manage the review, approval, and processing of monthly vendor invoices

• Collaborate with internal Pharmaceutical and Sales teams to maintain accurate and up-to-date customer data within CRM systems

• Facilitate recurring team meetings, including preparing agendas, leading discussions, and distributing meeting not

• Identify and implement process improvements to streamline workflows, enhance efficiency, and improve team coordination

• Assist in onboarding new team members by providing training on processes, CRM systems, and customer management tools

• Collaborate with leadership to support strategic initiatives, such as identifying growth opportunities or piloting new data analytics tools

• Perform administrative tasks and other duties as assigned to support team and organizational objectives

• Requires broad training in fields such as business administration, accountancy, 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

• 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

• 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

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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