Client Success Manager

Client Success Manager

Citeline & Evaluate are part of a global company providing outstanding clinical and regulatory and commercial intelligence solutions and services for the Pharmaceutical, Biotech / Medical Device, Financial and Professional Services sectors. Our data and solutions are used and recognized across the globe as the industry's gold standard to drive clinical, commercial and regulatory-related decisions and create real-world opportunities for growth. We deliver timely and accurate analysis of reported drug sales, consensus sales forecasts, R&D pipeline, markets, and comprehensive company financials. Citeline & Evaluate are part of the Norstella family of businesses, helping to smooth access from Pipeline to Patient.

The Role

Client Success is a global team, with approximately 70 team members based across the UK, US (East & West Coast), Japan, China & India. The Global Client Success team delivers value to our clients by driving customer journeys & engagement strategies, along with managing the health & retention of these clients. The team brings a learning and win together mindset that helps us evolve how we engage with our clients & streamline processes to allow us to scale & drive efficiencies. The CS team is made up of team members based across the UK, US (East & West Coast), & forms part of the larger Client Success organization. Our Client Success team is passionate about our customers and their business means anticipating their needs, demonstrating our understanding of what actionable value is derived from our platform, and providing highly valued business insights. Our goal is to exceed their expectations by influencing their decisions & ultimately profitability.

Responsibilities

Partner with your customers regarding their questions or requests about the content and functionality of Citeline and Evaluate products; probing to understand underlying business requirements behind the question & to ensure delivery of value. Provide deep product expertise to partner with the sales team on renewals and new / additional business development activities, including demonstrating value to both existing and trial users. Create smart data touches using our data or product enhancements which you will use as proactive outreach strategies to support account retention, growth and new business activities. Using strong commercial acumen & deep discovery techniques you will understand their needs & be able to identify leads, creating a pipeline of upsell business. Be responsible for the renewal & retention of business within your portfolio. Monitor and drive improvement in the health of accounts, identify any risky renewal and put mitigation plans in place. Partner with Sales on account strategies and maintain regular contact to discuss account health, value capture, engagement levels, and opportunities captured. Act as a role model within the sales organization. Promote a "can do" culture and positive environment, advise other Customer Success Managers on account engagement strategy, answer questions, and help when necessary. Maintain full fluency in our suite of products and services and how they are sold to deliver value in the marketplace. Thrive in an environment of innovation & continuous improvement, where you continuously bring forward new ideas to improve product usage and commercial success. Model a bias toward risk taking and action. Fail, learn, recover, advance. Identify internal process improvements or tools required to enhance employee & / or Customer experience. Act as the Voice of the Customer at all times, ensuring business practices & deliverables meet the needs of our customers, & that Customer Experience remains high. Contribute your Client Success expertise to cross-functional initiatives and cover other areas within the Global Client Success team as needed during peak periods and holidays. Ensure optimal on-boarding experience for new accounts / users within the first 30 days, including personalized / group training sessions, as well as an account transition kick-off meeting and documentation of account and user Success Criteria. And other duties as assigned.

Expected Outcomes

Demonstrate ownership and passion around your development and growth, help other Client Success Managers to troubleshoot both internal and external challenges. Demonstrate ownership of your goals, milestones, and accomplishments. Be described as an excellent CSM by your peers, Sales & Product Management Teams. Facilitate an optimal new user on-boarding experience by ensuring users are active within 30 days of license allocation, with clearly documented user Success Criteria. Form trusted partner relationships with accounts and users. Strongly align with key buyers and users within accounts to ensure optimal success toward renewal and growth to help achieve company revenue goals. Close alignment with Sales to ensure optimal product usage, cross-sell and upsell.

How You'll Succeed

Be seen as a strong and trusted partner within the organization. Known as someone who will achieve & can take control. Achieve an improvement of 5% in engaged users as demonstrated by health score. Document and execute proactive account action plans to deliver value, drive upsell and mitigate churn risk. Achieve established Gross Renewal Retention & Net Renewal Retention goals.

Qualifications

Customer focused & experience of being a customer advocate within the organization. Commercial experience of interacting with pharmaceutical, biotech, financial and / or consulting Customers, in a Client Success, training or sales role. Strong business acumen, professional demeanor & ability to approach accounts in a proactive & strategic manner. Experience balancing the needs of multiple stakeholders and working to tight timelines with resource constraints. Exceptional communication and presentation skills. Strong analytical and problem-solving skills. Comfortable challenging the status quo & driving innovation for the improvement of the Customer Experience & business results. Agile with a demonstrated ability to manage through ambiguity and coach team members through change, driving for solutions despite complexity. Strong, high-level relationship skills. Able to thrive in a team environment, interact with peers, understand executive vision and internal ecosystem. Customer focused & experience of being the customers' advocate within the organization. Experience of building relationships and trust with clients, by driving engagement, confidently handling difficult situations, solving their problems & demonstrating value. Demonstration of a high degree of organization and proficiency leveraging internal systems & defined processes.

Our Guiding Principles for Success at Norstella

01 : Bold, Passionate, and Mission-First 02 : Integrity, Truth, and Reality 03 : Kindness, Empathy, and Grace 04 : Resilience, Mettle, and Perseverance 05 : Humility, Gratitude, and Learning

Benefits

Medical and Prescription Drug Benefits Health Savings Account (HSA) or Flexible Spending Accounts (FSA) Dental & Vision Benefits Basic Life and AD&D Benefits 401k Retirement Plan with Company Match Company Paid Short & Long-Term Disability Paid Parental Leave Paid Time off & Company Holidays

The expected base salary for this position ranges from $80,000 to $100,000 plus commission. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.