Client Service Analyst

Key Responsibilities

Overall purpose of the job: To deliver first in class service to our clients and facilitating a positive and productive long-term relationship.

Client facing responsibilities:

• Establish and build positive client relationships, understanding their requirements in terms of data and services for
• Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
• Resolve detailed and complex client data queries in a timely manner, using in-depth knowledge of Analytics Link suite of modules and links, with a strong focus on methodology.
• Process users’ access requests.
• Conduct customized and syndicated client trainings on Analytics Link modules and links
• Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data.
• Manage and produce client follow up
• Circulate client survey feedback form regularly.

Internal responsibilities:

• Collaborate with Client Service, Sales, Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution
• Support the Analytics Link Service team lead in driving and implementing initiatives globally. Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
• Provide client feedback to the AL Service lead, the Offering team (opportunities for platform and content development), and the Sales team (flag business risks and opportunities).
• Support Sales team in producing and interpreting Analytics Link clients’ usage statistics.

Requirements

Essential technical skills, experience and requirements:

• Bachelor’s degree required.
• 3+ years of client facing experience (client service, consulting, or project management), within the Pharmaceutical industry.
• Experience with Forecasting 
• Experience with Market analysis at disease level (data analytics or qualitative PMR)
• Understanding of basic epidemiological principles, i.e. prevalence, diagnosis, and treatment rates. Basic understanding of different drug formulations, dosage and frequencies of administration and prescribing information.
• Basic understanding of product lifecycle, drug development processes and stages of development from pre-discovery to marketing authorization.
• Highly numerate with strong analytical skills and attention to detail.
• Ability to manage client expectations with regards to timelines as well as product/service capabilities.
• Excellent IT skills. Microsoft office suite: Word/PPT/Excel, Outlook/Teams
• Excellent interpersonal, written, and oral communication skills. In particular, ability to understand and communicate detailed analysis, resolve complex data queries, and manage client’s expectations.
• Team player with excellent presentation skills, able to collaborate across departments/functions at all levels with multi-geographical/cultural teams
• Proactive, organized, and able to work under own initiative.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development