Customer Service Representative II / Client Services Rep 2

Role Summary

Analyze existing processes and recommend improvements to increase efficiency, quality and stakeholder satisfaction.

Participate in continuous improvement initiatives and support the adoption of innovative solutions within the organization.

Required skills and qualifications

Bachelor's degree or equivalent university degree.

At least one (1) year of relevant experience in customer service, project support, digital marketing operations, healthcare services or a related field.

Excellent written and verbal communication skills, with the ability to interact effectively with internal stakeholders.

Strong organizational and time management skills, with the ability to effectively manage multiple priorities in a dynamic environment.

Intermediate proficiency in Excel and ability to quickly learn new systems and technologies.

Excellent analytical and problem-solving skills, with the ability to independently resolve complex situations.

Demonstrated experience leading projects, organizational initiatives, process improvement projects or operational improvements.

Experience using AI-powered tools, such as Microsoft Copilot or similar technologies, to improve efficiency, productivity, decision-making or business processes.

Demonstrated ability to collaborate effectively with diverse teams, build partnerships and drive results in a matrix environment.

Ability to work Central Standard Time (CST/CST) business hours from anywhere in Canada.

In this role, you will assist with delivery of digital marketing campaigns for healthcare clients while serving as a key point of contact across internal stakeholders. You will execute project activities, identify opportunities for process improvement, and help ensure operational excellence. As an experienced team member, you will be expected to lead initiatives that improve workflows and client experiences, utilize AI-powered tools to increase productivity and efficiency, and collaborate effectively with cross-functional teams to solve problems and drive successful project execution.

You'll join a highly supportive global team known for its strong culture, energy, and commitment to shared success. Team members are encouraged to contribute ideas, share best practices, and participate in continuous improvement efforts that enhance both client satisfaction and operational performance. This position supports North American clients, and all team members work Central Standard Time (CST) hours from any location within Canada.

Responsibilities

Customer Support & Communication

• Partner with internal teams regarding project needs, timelines, deliverables, changes, assets, and issue resolution.
• Develop and maintain strong stakeholder relationships through effective communication and responsiveness.
• Ensure concerns and support issues are accurately documented, communicated, and resolved in a timely manner.
• Provide recommendations and solutions to improve service delivery.

Technical & Project Coordination Support

• Assist with digital marketing campaigns ensuring milestones and deadlines are met.
• Review campaign assets, support QA/testing activities, coordinate deployment readiness, and assist with reporting and performance tracking.
• Perform data-related activities including data validation and readiness file updates.
• Utilize project management systems, Excel, and AI-enabled tools to streamline workflows, improve accuracy, and increase efficiency.
• Identify and mitigate risks, escalate issues appropriately, and help ensure successful campaign delivery.

Team Collaboration, Process Improvement & Innovation

• Collaborate across a global, cross-functional team environment to achieve project and client objectives.
• Lead or contribute to initiative-based projects focused on process improvement, operational efficiency, quality enhancement, or client experience improvements.
• Leverage AI-enabled technologies, including tools such as Microsoft Copilot, to enhance productivity, optimize workflows, support data analysis, and improve service delivery.
• Share knowledge, best practices, and lessons learned with team members to support team development and success.
• Analyze existing processes and recommend enhancements that improve efficiency, quality, and stakeholder satisfaction.
• Participate in continuous improvement initiatives and support the adoption of innovative solutions across the organization.
• Required Skills & Qualifications
• Bachelor's degree.
• 1 year of relevant experience in client services, project support, digital marketing operations, healthcare services, or a related field.
• Exceptional written and verbal communication skills, with the ability to effectively engage internal stakeholders.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Intermediate proficiency in Excel and the ability to quickly learn and utilize new systems and technologies.
• Strong analytical and problem-solving skills with the ability to independently resolve complex issues.
• Demonstrated experience leading projects organizational initiatives, process improvement initiatives, or operational enhancements.
• Experience utilizing AI-enabled tools, such as Microsoft Copilot or similar technologies, to improve efficiency, productivity, decision-making, or business processes.
• Proven ability to collaborate effectively across teams, build partnerships, and drive results in a matrixed environment.
• Ability to work CST business hours from any location within Canada.

Requirements

Preferred skills

• Experience in pharmaceutical, healthcare, life sciences or digital marketing industries.
• Advanced proficiency in Microsoft Office applications, including Excel, PowerPoint and Outlook.
• Experience managing or coordinating client projects and campaigns.
• Knowledge of project management methodologies and process improvement practices.
• Experience using artificial intelligence tools, automation solutions or analytics platforms to support operational efficiencies.
• Knowledge of terminology related to healthcare or digital marketing.

Step into a role where your communication strengths, project support expertise, and ability to drive results will make an immediate impact. As a Client Services Representative 2, you'll join a dynamic, high-energy team that supports digital marketing initiatives for global life sciences clients. In this role, you'll take ownership of client deliverables, lead process improvement efforts, leverage AI-enabled tools to enhance efficiency, and collaborate across multiple teams to ensure exceptional client outcomes. Supported by IQVIA's robust training resources and collaborative culture, you'll have opportunities to further develop your expertise and contribute to strategic initiatives.

Preferred Skills

• Experience within the pharmaceutical, healthcare, life sciences, or digital marketing industry.
• Advanced experience with Microsoft Office applications, including Excel, PowerPoint, and Outlook.
• Experience managing or coordinating client-facing projects and campaigns.
• Familiarity with project management methodologies and process improvement practices.
• Experience using AI-powered tools, automation solutions, or analytics platforms to support operational effectiveness.
• Familiarity with healthcare or digital marketing terminology.

IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez

IQVIA est fière d’être un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l’orientation sexuelle, l’identité de genre, l’origine nationale, le handicap, l’âge, l’état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d’adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d’adaptation, nous vous encourageons à contacter notre équipe d’acquisition de talents au , afin qu’IQVIA puisse soutenir votre participation au processus de recrutement.

IQVIA s’engage à faire preuve d’intégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration, présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature, ou la cessation d’emploi si elle est découverte ultérieurement, conformément aux lois applicables.

• We appreciate your honesty and professionalism.
• Please note that we may use artificial intelligence (AI) in processing your application. However, we use AI only to help our recruiting team screen or evaluate candidates, and not to replace decision-making by our team members.

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

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidates, and not as a substitute for human decision-making.

The potential base salary range for this position, annualized, is $51,300.00 - $85,500.00. The actual base salary offered may vary depending on several factors, including job-related qualifications such as knowledge, skills, training and experience; location; and/or schedule (full-time or part-time). Depending on the position offered, incentive plans, bonuses and/or other forms of compensation may be offered, in addition to a range of health, wellness and/or other benefits. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; rental; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and wellness and/or other benefits.

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