Digital Archiving and Data Lifecycle Management

Are you passionate about delivering exceptional customer experiences and helping organisations protect and manage their digital records? We are looking for a Customer Experience and Delivery Specialist who will play a vital role in supporting customers throughout their lifecycle, ensuring smooth onboarding, proactive engagement, high quality Tier 1 support and successful data migrations.

This is an opportunity to join a growing our organisation working at the intersection of digital preservation, life sciences data, customer success and service delivery. If you enjoy working collaboratively, building relationships, solving problems and continuously improving processes, this role offers both challenge and long term development.

About the Role

As a key member of the Customer Experience (CX) team, you will support a designated portfolio of customers and ensure they receive consistent, high quality service from day one. You will help maintain customer health insights, deliver structured customer touchpoints, provide Tier 1 support, assist with migration projects and contribute to the improvement of CX processes across the business.

You will collaborate closely with Operations, Product and Commercial teams to deliver a seamless customer journey and help the organisation scale its delivery capabilities as we grow.

Key ResponsibilitiesCustomer Health and EngagementManage a portfolio of customers requiring regular reviews and check insRun structured customer touchpoints that align with CX prioritiesSupport post onboarding hypercare and early lifecycle engagementSpot early indicators of risk or disengagement and escalate appropriatelyCapture customer feedback and route it to relevant teamsMaintain accurate customer information and health indicators in HubSpot

Tier 1 Customer SupportAct as the first point of contact for incoming queriesTriage, route and track support requestsUse support insights to identify recurring issues and customer pain pointsContribute to consistent support processes and documentation

Migrations SupportSupport customer data migration activities, including eTMF and clinical study dataAssist with planning, coordination and customer communicationHelp prepare migration datasets and validate outputsLearn and follow established migration workflowsHelp improve migration documentation and processes

Customer Health and MonitoringEnsure high quality customer data in HubSpot and internal systemsSupport reporting on customer health, activity and riskContribute to CX process improvements, templates and workflowsWork cross functionally to coordinate customer facing activities

Skills and ExperienceEssential3 to 6 years experience in a customer facing or service delivery role
(Customer Success, Support, Delivery, Account Coordination or similar)Experience using CRM systems, ideally HubSpotStrong organisational skills with a process driven mindsetProfessional and confident communicatorComfortable managing multiple workstreams at onceAble to identify issues, escalate clearly and follow structured processes

DesirableExperience in SaaS or regulated environmentsUnderstanding of life sciences, clinical research or data driven industriesFamiliarity with clinical or regulated research dataExperience with data handling, migrations or structured datasetsBackground in onboarding or implementation support

Personal AttributesProactive, reliable and detail focusedCalm under pressure and solutions orientedComfortable supporting both customers and technical teamsCurious and motivated to learn new technical concepts over time

Development OpportunitiesGrow your involvement in customer migration projectsTake on broader responsibility for customer health managementBuild domain expertise in digital preservation and life sciences dataInfluence and shape CX processes in a scaling SaaS organisation

Please not this role is not eligible for Visa sponsorship

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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

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.