Training Consultant, Technology Solutions

Loughborough, UK
20 Jul 2019
23 Jul 2019
Contract Type
Full Time
Trainer, Technology Solutions, UKI

Department: Technology Solutions, UK and Ireland

Location: Loughborough, UK

Overview of the team

The Technology Solutions team provides Technology Solutions to Life Science clients across offerings ranging from CRM, Multichannel Marketing, Social Media, Content Management, Performance Management, Master Data Management and Customer Data solutions. The Technology Solutions team is part of IQVIA Technology Solutions pillar - delivering on the vision of bringing the best of IQVIA's assets to tackle the challenges of Life Science organisations.

The capabilities within the Technology Solutions team are evolving to deliver the commercial ambition for the future. The key Technology offerings being driven are:
  • Orchestrated Customer Engagement - an end-to-end customer engagement capability spanning CRM and marketing automation capabilities; built on the salesforce platform
  • Salesforce Effectiveness Solutions - a range of applications to support salesforce excellence functions such as incentive compensation and territory design
  • Master Data Management - a solution built off the industry leading platform (Reltio) to enable clients to connect disparate data assets together and obtain a single enriched view of assets, e.g. customers
  • Content Management - a solution supporting clients in the management and distribution of approved content
  • Compliance solutions - the leading compliance solution suite for Life Sciences, from the tracking and reporting of HCP spend to
  • Performance Management & Insights - a suite of performance management capabilities designed around key Life Science personas delivered on a variety of leading performance management solutions

Engagements span CRM and other technology implementations, delivery of social media projects and technology consulting engagements spanning data strategies to customer engagement operating models.

Overview of the role

The role of Traineris to develop and deliver training solutions for both internal and clients alike, ensuring a high level of satisfaction and resulting in retention and growth of business. You will be responsible for several technology solutions for our UK affiliate, and on occasion, will work outside of the UK on wider global projects. You will be involved in successfully delivering solutions to meet the relevant service level and contractual obligations across the breadth of the Technology Solutions portfolio.

You will support the IQVIA team by providing relevant training based on specific requirements, such as upgrade training, new products, and new releases. You will continually maintain documentation and processes to ensure that systems and materials are aligned and relevant. You will proactively identify new methods and trends, and apply these as necessary.

Working in collaboration with internal functions, you will be responsible for championing the training needs of our clients and delivering solutions as required.

The role is office based within the UK, however regular travel will be required therefore a Full UK Driving Licence is desired. Occasionally, you may be required to travel abroad.

Role and responsibilities:
  • Create standard or specific training documents for customer end users training
  • Coordinate with the other operations teams to understand customised applications to deliver the trainings according to the client needs
  • Plan the training sessions with the clients and advise them about the required logistics
  • Liaise and organize client training with the Customer Solutions Manager (CSM)
  • Deliver solution training for internal staff and clients
  • Debrief the results of the trainings with the CSM's and relevant parties
  • Provide solution consulting to the client according to your skills
  • Keep updated on IQVIA products and services
  • Act as reference and support for your colleagues
  • Share the information with the other team members and management (as required)
  • Contribute to the integration of new colleagues (training, monitoring)
  • Contribute to the improvement of the tools and procedures

Education, skills and experience required
  • Relevant training and/ or customer service experience
  • Proven track record in working in a service partnership with clients
  • Demonstrable skills in client service problem solving, preferably in technology
  • Ability to create and execute training plans
  • Excellent communication skills, with proven ability to interpret and present complex concepts
  • Eligibility to work in the UK/EU without sponsorship
  • Full UK Driving Licence

Personal Skills
  • Proactive and accountable with the aim to always drive positive client satisfaction
  • Self-motivated, driven to succeed
  • Strong customer service skills
  • Building strong and lasting relationships with customers
  • Ability to organize and prioritise own workload

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