• Serve as the primary support liaison between multiple emerging pharmaceutical clients and IQVIA. • Maintains post-CRM implementation contact with clients, "voice of the customer," ensuring they obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship.• Leverage experiences in Customer Success, IT Project Management, and Service Delivery to lead and provide coverage or expertise for both internal and client-based special projects.• Involved in the overall lifecycle on the full operational scope, including client escalations to other teams, aligning it with customer business needs/urgency and seeing it through to a successful outcome.• Ensures fulfillment of contract specifications or create change order requests for the customers.• Monitors performance against existing service agreements and ensures client’s obligations are executed.• Builds, establishes and maintains effective business relationships with clients to proactively support their initiatives and improve client satisfaction. • Partners with clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.• Researches, analyzes and responds to time sensitive client inquiries.• Drive weekly service meetings, presenting operational, strategic and actionable metrics to clients while maintaining a close partnership with Customer Success and PMO.

Continuation of roles and responsibilities when with IQVIA. Transitioned from IQVIA to Hexaware as part of divesture and then re-hired back with IQVIA.

• Manage the overall planning, execution, and delivery of OCE and/or SFDC projects following organizational procedures and agile methods to meet client HLBRs on time and within budget.• Proactively identifies and manages the resolution of risks and issues that may negatively impact project deliverables.• Establishes and facilitates regular project leadership and team meetings and Agile ceremonies.• Collaborates with agile scrum masters and cross-integration project teams for effective project delivery.• Partners with product development management to define IT strategic direction and assists in the mapping of projects to that strategic direction whilst ensuring product capabilities and process improvements are delivered over time within the framework of the IQVIA enterprise architecture.• Motivates and leads project teams instilling a mindset of collaboration and continuous process improvement.• Works with Leadership and Product management (product owners) to understand program and project stakeholders and identify opportunities to increase stakeholder satisfaction.

Key Achievements• Successfully executed numerous highly visible, geographically complex, technical projects, combined valuation over $1M, within a Waterfall or Agile framework impacting up to 9,000 client end users.• Consistently exceeded >98% across all client measured monthly contracted KPIs and SLAs as presented in QBRs.• Spearheaded the first Mobile Device Management UI tool to consolidate dynamic iOS, AirWatch and cellular data points into a database improving end user support and increasing client asset and reporting accuracy.• Designed a groundbreaking end user alert tool messaging by text and cell important high-value equipment logistics.• Pioneered a litigation and data collection protocol across iOS and Windows platforms taking critical measures to protect a key client’s sensitive data.• Validation oversight provided for a client’s remote sales force aimed at risk aversion by testing >1,000 SCCM-based packages.• Created and deployed numerous program scripts, packages and tools for remote end users.• Renowned as a key innovator in virtual and Cloud (AWS) technologies to be used for client training events.Responsibilities• Client champion for a global pharmaceutical company’s US-based field operations, strengthening key IT client relationships and co-managing a six-figure end user service contract with international touchpoints. • Main point of contact for client home office, field sales and internal resources, working closely with resources such as sales, legal, security, procurement, mobility, operations, IT, validation, training, asset team and help desks.• Drive client satisfaction targets including contract KPIs and SLAs, align client goals with corporate portfolio and service offerings, provide risk aversion techniques, technical support, and consult on emerging technologies.• Protect >250,000 – 500,000 client field assets ($6-12M valued total) by overseeing entire asset lifecycle.

ResponsibilitiesIntegral leader responsible for managing technical projects, service improvements, measuring, and delivering impeccable customer service to established and new customer relationships and supporting the day-to-day operations of our product and services portfolio for our pharmaceutical stakeholders such as CRM implementations and deployments, onboarding new hires or business units, offboarding or termination projects, product launches and training events, IT support (i.e. security, access and mobile device management), on-site POA support, point of contact for Help Desk escalations and KB assistance, asset depot and lifecycle management from purchasing, through deployment, asset recovery and disposal.• Closely worked with direct mid-level, senior-level partners and cross-functional teams.• Maintained regular contact with key decision makers to develop projects and action plans.• Identified opportunities, articulated customer objectives and aligned strategies to customer roadmap.• Brought long-term value through key innovations to improve the remote professional's experience. • Handled monthly billing, operational oversight, SLA monitoring, customer proposals and participated in RFPs.• Success expertise with special emphasis on expansion, renewals and creating referenceable customers.

ResponsibilitiesInteracted with customers at a high level as a creative problem solver with key stakeholders in numerous verticals such as Sales, Operations, IT, Security, Legal and Purchasing driven to build strong, positive, long-lasting partnerships (future advocates) to meet service delivery needs in a demanding, fast paced environment. Focused as a lead technical professional, committed to improve customer satisfaction with contracted services through service metric tracking, protecting service renewals, hunting for opportunities to expand product and services portfolio, scope and manage largescale projects, consistently tapped as a resource to resolve production impacted technical situations, managing team performance while using innovation to improve the overall quality of service delivery.

ResponsibilitiesServed as the voice of the customer to leadership, primary contract steward, and a trusted technical resource supporting cross functional teams both in the US and other countries. Dedicated to monitoring the state of the account, managing high-risk, high-visibility projects and initiatives, forecasting opportunities, translating needs from different business owners into project charters or actionable plans, and strategically servicing those customer requests by leveraging years of successful hands-on experience and a passion for customer success to achieve customer loyalty and retention.• Defined and detailed business critical project requirements, SOPs, and work instructions (managed full project lifecycle including budget and resource allocation). • Relentless with identifying, managing, and mitigating account risk in support of maintaining customer and service delivery excellence.• Created and documented numerous operational efficiencies by improving best practices, policies, and change management protocols.• Designed and introduced automated tools into production to exceed service level agreements (SLA / KPI), ensure proper service delivery and product quality.• Provided intelligent, actionable, weekly/monthly or ad hoc macro and micro-level reporting through advanced data mining and business analytics.• Managed the coordination of change requests, response and implementation of approved changes.• Worked with customers to discuss concerns and drive corrective actions to closure.• Consulted to investigate, test and demo emerging technologies that would benefit the customer sales professional landscape.

Key Achievements• Introduced a collaborative and more transparent working culture between field sales operations and IT departments to improve project outcomes, interdepartmental partnerships, deliverables quality and overall expectations.• Restructured conflict resolution and project disagreements processes, guidelines and best practices to encourage cross-functional teamwork, improve resolution outcomes, reduce project delays and increase service satisfaction.Responsibilities• Customer engagement expert with ability to deliver onsite detailed presentations and facilitate video conferences.• Regularly reviewed operational areas to identify and implement ways to improve efficiency, existing processes, reduce costs, and to cohesively elevate entire business function while providing as a technical support leader.

Key Achievements• Introduced new multi-million-dollar revenue stream by negotiating and bringing in a new technology, Manage Anywhere; supported test lab development and successfully established series of $2-3m client product and services.• Led project to restructure and reorganize account management team to achieve compliance for new ISO 9001:2000.Responsibilities• Oversaw portfolio of accounts with focus on managing client expectations, strengthening client relationships, identifying potential revenue/upselling opportunities, ensuring quality account management delivery throughout.• Utilized business development strengths for lead sourcing, RFPs, negotiating deals and managing contracts, conducted accurate forecasts and monitored market trends to identify potential markets and sales territories.

Responsibilities• Built and led a team of up to 8 Customer Service Specialist; effectively used strong leadership skills and effective communication, positive coaching and mentoring techniques to produce customer service champions who consistently outperformed, identified new client revenue, met service level agreements and exceeded expectations. • Responsible for >98% service level attainment, customer status calls, daily/weekly/monthly metric aggregation and reporting, customer health status and forecasting future behavior and initiatives.• Coordinated our hardware services center, help desk, development and operations team, and customer during numerous large-scale hardware and software launches targeting over 2,000 end users.• Accountable that all individual and team requests are met on time, under budget and within the scope of the customer’s requests regardless of logistical, resources or operational challenges.

Key Achievements• Promoted into a senior technical position that included additional responsibilities and deeper client interactions, wider latitude with decision making and trust to implement field-based solutions, greater accountability to service level agreements while becoming a corporate recognized subject matter expert on our Life Sciences CRM platform and product portfolio.

Key Achievements • Promoted out of the Help Desk organization and into Account Management dedicated to a global pharmaceutical company.• Frequently selected to research future technologies and design effective approaches to seamlessly integrate into customer’s environment.• Created the first Account Management eLearning web site for internal documentation and processes shared across corporate Intranet.Responsibilities• Key account resource and technical point of contact for internal leadership and support teams across the organization.• Partnered closely with customer to urgently research, resolve and respond to inquiries, questions or issues regarding use of their Life Sciences CRM platform, data mining and data analysis, leading enhancement opportunities and field launches.• Developed and executed backend maintenance and customer requested jobs via SQL Plus scripts in an Oracle 8.0, Watcom and Access database environment. • Responsible for creating and testing new laptop builds, field software releases, TCP/IP connectivity reports, and monitoring the field community to ensure 100% system uptime.• Developed test plans, tested Life Sciences CRM software and custom modules and supported deployments.• Created new training materials, architected curriculum and trained our Help Desk Associates and Client Services Specialist on critical CRM functions and emerging technologies.

Key Achievements• Promoted to manage a team of 8+ Help Desk Associates and fast-tracked for future Supervisor role within the organization.

Key Achievements• Fast-tracked to manage a team of 8+ Help Desk Associates supporting a pharmaceutical CRM platform, numerous software and hardware environments for remote field users within contracted service level agreements.

Responsibilities• Remote phone support troubleshooting complex CRM, data, network, communication, software and hardware escalations for a large pharmaceutical client.• Responsible for mastering a complex, Life Sciences CRM platform and resolving a variety of technical escalations quickly for remote field users within contracted service level agreements.

Responsibilities• Remote phone support troubleshooting advanced network, communication, server, software and hardware escalations.