BENEFITS:

• 25 days annual leave, 4 days for volunteering and a personal day
• 5% pension match
• Group Life Assurance (100% employer funded)
• Group Income Protection (100% employer funded)
• Other voluntary benefits such as: Dental, Cash Plan, PMI Excess Cover, Health Screening & Critical Illness
  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.
  Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.
  All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.co

THE ROLE:

Client Success is a Global team, with approx. 70 team members based across the UK, US, 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.
The Client Success Manager, in partnership with an Account Manager, will lead the renewals and business expansion for large and medium pharma clients of Citeline’s Clinical & Regulatory products. They will support retention and growth of accounts within assigned accounts. They will focus on usage, adoption, value delivery, relationship management, risk mitigation, account maintenance and lead generation.

RESPONSIBILITIES:

• Partner with your customers regarding their questions or requests about the content and functionality of Citeline 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 Client 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