Manager, Client Services Operations and Enablement

Overview

In this role, you own the operating system behind IQVIA’s Expert Ecosystem Client Services, driving scalable, consistent customer experiences. You’ll partner with Product, Customer Success, and Client Services leadership to translate strategy into repeatable processes and enablement. You’ll lead onboarding, training, governance, and KPI reporting to support adoption of new platform capabilities. The work combines operational excellence with change management to enable strategic account engagement and value realization.

Responsibilities

• Own and continuously improve the Client Services operating model, including workflows, SOPs, governance standards, playbooks and operational processes
• Act as business owner for Client Services systems and tooling (Gainsight, Intercom, and related platforms) with focus on adoption and governance
• Define and monitor operational KPIs, reporting and performance metrics for leadership visibility
• Partner with Product teams to ensure launch readiness for new platform capabilities, including planning, communications, training and adoption tracking
• Design and deliver scalable onboarding, training and enablement programmes for internal teams and external customers
• Develop and maintain customer-facing enablement resources and self-service content to improve adoption
• Lead adoption initiatives for Enterprise and Strategic accounts, supporting onboarding and engagement
• Collaborate with Customer Success, Solution Leads and Product teams to translate feedback into scalable improvements
• Drive continuous improvement to reduce operational complexity and free capacity for strategic engagement
• Establish cross-functional governance and operating rhythms to support execution of strategic priorities

Key requirements

• Bachelor’s degree or equivalent
• Experience in customer operations or enablement in SaaS/data/tech/professional services
• Experience designing governance and operating standards for client-facing teams
• Hands-on experience with Gainsight, Intercom or comparable tools
• Experience supporting product launches and enablement programmes
• Strong analytical skills with KPI development and interpretation of adoption data
• Excellent communication and stakeholder management skills
• Ability to drive change across cross-functional teams without direct authority
• Leadership experience and ability to grow a team
• Experience in life sciences, healthcare tech or pharmaceutical services is preferred

• communication
• stakeholder management
• influencing
• change management
• Gainsight
• Intercom

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