Customer Success Manager - Healthcare System Solutions

Riyadh, Saudi Arabia | Full time | Hybrid | R1519114

Role Purpose

The Customer Success Manager plays a key role in ensuring that IQVIA’s healthcare clients derive maximum value from our solutions and services. The role focuses 70% on ensuring overall client satisfaction and service excellence, and 30% on securing renewals and identifying opportunities for growth within existing accounts.

This position partners closely with account directors, sales, and delivery teams to maintain strong client relationships, ensure smooth service delivery, and support business expansion initiatives.

Key Responsibilities

Client Service and Delivery

• Serve as the primary day-to-day contact for assigned clients, representing IQVIA in all service-related matters.
• Manage a portfolio of 5–7 client accounts, ensuring delivery excellence, responsiveness, and strong relationship management at multiple organizational levels.
• Coordinate internal teams (sales, consulting, delivery) to meet client needs as outlined in account plans and service agreements.
• Conduct regular service and performance reviews, ensuring that deliverables, timelines, and quality meet or exceed expectations.
• Address first-line client issues and coordinate with internal support to resolve escalations promptly.
• Conduct client onboarding sessions, ensuring effective understanding and use of IQVIA solutions and tools.
• Document client feedback and drive continuous improvement actions across support and delivery functions.

Account Retention and Growth

• Support contract renewals, change requests (CRs), and client billing follow-ups in collaboration with account management and sales teams.
• Develop an understanding of clients’ business priorities, operational challenges, and healthcare technology landscape to recommend relevant IQVIA services.
• Identify up-sell and cross-sell opportunities across IQVIA’s product portfolio through customer profiling and needs assessment.
• Track account performance metrics and collaborate with the wider commercial team to ensure revenue retention and growth.

Collaboration and Internal Coordination

• Partner with delivery, product, and consulting teams to ensure that client requirements are effectively translated into delivery outcomes.
• Support the Account Director in developing and executing account plans aligned to IQVIA’s budget and client satisfaction targets.
• Provide input and insights for local and regional client service improvements, leveraging lessons learned from managed accounts.
• Offer training and knowledge-sharing support to client stakeholders on relevant IQVIA platforms and processes.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Health Informatics, Computer Science, or a related field .
• 6–10 years of experience in client-facing roles within Healthcare IT or Healthcare Information Systems.
• Strong understanding of:
• Hospital Information Systems (HIS)
• Revenue Cycle Management
• Payer/Provider workflows and healthcare insurance processes
• Proven track record in client relationship management, service delivery coordination, and account retention.
• Excellent communication skills with fluency in English
• Strong analytical skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

Key Competencies

• Customer-focused and results-driven mindset
• Strong interpersonal and negotiation skills
• Collaborative across cross-functional teams
• Proactive problem-solving and follow-through
• Ability to convey technical information clearly to business users

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