Norstella
Overview
Client Success Manager at Citeline & Evaluate, remote, United States. Citeline & Evaluate are part of a global company providing clinical, regulatory and commercial intelligence solutions and services for the Pharmaceutical, Biotech/Medical Device, Financial and Professional Services sectors. Our data and solutions are used worldwide as the industry’s gold standard to drive clinical, commercial and regulatory-related decisions and create real-world opportunities for growth. Citeline & Evaluate are part of the Norstella family of businesses, helping to smooth access from Pipeline to Patient.
The Role The CS team is a global function that delivers value to our clients by driving customer journeys, engagement strategies, and by managing the health and retention of these clients. Our Client Success team is passionate about understanding customers’ needs, demonstrating the value derived from our platform, and providing highly valued business insights to exceed expectations and influence decisions that drive profitability.
Responsibilities
Partner with customers regarding questions about the content and functionality of Citeline and Evaluate products; probe to understand underlying business requirements and 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 data or product enhancements to support account retention, growth and new business activities.
Use strong commercial acumen and discovery techniques to understand needs and identify leads, creating a pipeline of upsell business.
Be responsible for the renewal and retention of business within your portfolio.
Monitor and drive improvement in the health of accounts; identify risky renewals and implement mitigation plans.
Partner with Sales on account strategies and maintain regular contact to discuss account health, value capture, engagement levels, and opportunities.
Act as a role model within the sales organization; promote a can-do culture, advise other Customer Success Managers on 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 and continuous improvement, bringing forward new ideas to improve product usage and commercial success; model a bias toward risk taking and action.
Identify internal process improvements or tools required to enhance employee and/or Customer experience.
Act as the Voice of the Customer to ensure business practices and deliverables meet customer needs and that Customer Experience remains high.
Contribute 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 onboarding experience for new accounts/users within the first 30 days, including personalized/group training sessions, an account transition kick-off meeting, and documentation of account and user Success Criteria.
Other duties as assigned.
Expected Outcomes
Demonstrate ownership and passion for your development and growth; help other Client Success Managers troubleshoot challenges.
Demonstrate ownership of goals, milestones, and accomplishments.
Be described as an excellent CSM by peers, Sales and Product Management teams.
Facilitate an optimal new user onboarding 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 drive 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 and 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 and Net Renewal Retention goals.
Qualifications
Customer-focused and experienced as a customer advocate within the organization.
Commercial experience interacting with pharmaceutical, biotech, financial and/or consulting customers in a Client Success, training or sales role.
Strong business acumen, professional demeanor and ability to approach accounts in a proactive and 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 and driving innovation for the improvement of the Customer Experience and business results.
Agile with the ability to manage through ambiguity and coach team members through change, driving for solutions despite complexity.
Strong relationship skills; thrive in a team environment, understand executive vision and internal ecosystem.
Experience building relationships and trust with clients, driving engagement, confidently handling difficult situations, and demonstrating value.
A high degree of organization and proficiency with internal systems and 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 and Vision Benefits
Basic Life and AD&D Benefits
401k Retirement Plan with Company Match
Company Paid Short and Long-Term Disability
Paid Parental Leave
Paid Time off and Company Holidays
The base salary range for this position is $80,000 to $100,000 plus commission. Offers are typically not made at the top of the range. Salary is based on factors including skills, experience, education, and applicable licensure or certifications, as well as market and organizational considerations.
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex (including pregnancy), marital or domestic partner status, military or veteran status, gender or gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as defined by law.
We welcome candidates from diverse backgrounds and encourage you to apply if you are passionate about this role.
All legitimate roles with Norstella will be posted on Norstella\'s job board at norstella.com/careers. If a role is not posted there, it may not be legitimate. Norstella will never ask for payment during recruitment, interview, or pre-hire onboarding. If you are aware of a suspicious posting, please contact us at [email protected].
#J-18808-Ljbffr
The Role The CS team is a global function that delivers value to our clients by driving customer journeys, engagement strategies, and by managing the health and retention of these clients. Our Client Success team is passionate about understanding customers’ needs, demonstrating the value derived from our platform, and providing highly valued business insights to exceed expectations and influence decisions that drive profitability.
Responsibilities
Partner with customers regarding questions about the content and functionality of Citeline and Evaluate products; probe to understand underlying business requirements and 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 data or product enhancements to support account retention, growth and new business activities.
Use strong commercial acumen and discovery techniques to understand needs and identify leads, creating a pipeline of upsell business.
Be responsible for the renewal and retention of business within your portfolio.
Monitor and drive improvement in the health of accounts; identify risky renewals and implement mitigation plans.
Partner with Sales on account strategies and maintain regular contact to discuss account health, value capture, engagement levels, and opportunities.
Act as a role model within the sales organization; promote a can-do culture, advise other Customer Success Managers on 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 and continuous improvement, bringing forward new ideas to improve product usage and commercial success; model a bias toward risk taking and action.
Identify internal process improvements or tools required to enhance employee and/or Customer experience.
Act as the Voice of the Customer to ensure business practices and deliverables meet customer needs and that Customer Experience remains high.
Contribute 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 onboarding experience for new accounts/users within the first 30 days, including personalized/group training sessions, an account transition kick-off meeting, and documentation of account and user Success Criteria.
Other duties as assigned.
Expected Outcomes
Demonstrate ownership and passion for your development and growth; help other Client Success Managers troubleshoot challenges.
Demonstrate ownership of goals, milestones, and accomplishments.
Be described as an excellent CSM by peers, Sales and Product Management teams.
Facilitate an optimal new user onboarding 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 drive 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 and 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 and Net Renewal Retention goals.
Qualifications
Customer-focused and experienced as a customer advocate within the organization.
Commercial experience interacting with pharmaceutical, biotech, financial and/or consulting customers in a Client Success, training or sales role.
Strong business acumen, professional demeanor and ability to approach accounts in a proactive and 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 and driving innovation for the improvement of the Customer Experience and business results.
Agile with the ability to manage through ambiguity and coach team members through change, driving for solutions despite complexity.
Strong relationship skills; thrive in a team environment, understand executive vision and internal ecosystem.
Experience building relationships and trust with clients, driving engagement, confidently handling difficult situations, and demonstrating value.
A high degree of organization and proficiency with internal systems and 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 and Vision Benefits
Basic Life and AD&D Benefits
401k Retirement Plan with Company Match
Company Paid Short and Long-Term Disability
Paid Parental Leave
Paid Time off and Company Holidays
The base salary range for this position is $80,000 to $100,000 plus commission. Offers are typically not made at the top of the range. Salary is based on factors including skills, experience, education, and applicable licensure or certifications, as well as market and organizational considerations.
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex (including pregnancy), marital or domestic partner status, military or veteran status, gender or gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as defined by law.
We welcome candidates from diverse backgrounds and encourage you to apply if you are passionate about this role.
All legitimate roles with Norstella will be posted on Norstella\'s job board at norstella.com/careers. If a role is not posted there, it may not be legitimate. Norstella will never ask for payment during recruitment, interview, or pre-hire onboarding. If you are aware of a suspicious posting, please contact us at [email protected].
#J-18808-Ljbffr