What are the responsibilities and job description for the Client Success Manager position at Norstella?
Norstella Client Success Manager Honolulu, Hawaii Apply Now
Citeline & Evaluate are part of a global company providing outstanding clinical, regulatory, and commercial intelligence solutions and services for the Pharmaceutical, Biotech / Medical Device, Financial, and Professional Services sectors. Our data and solutions are 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.
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
The Role :
Client Success is a Global team with approx. 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. Our goal is to exceed their expectations by influencing their decisions & ultimately profitability.
Responsibilities :
- Partner with customers regarding their questions or requests about the content and functionality of Citeline and Evaluate products.
- Provide deep product expertise to partner with the sales team on renewals and new / additional business development activities.
- Create smart data touches using our data or product enhancements as proactive outreach strategies.
- Understand customer needs & 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, identifying any risky renewals.
- Partner with Sales on account strategies and maintain regular contact to discuss account health.
- Act as a role model within the sales organization, promoting a positive environment.
- Maintain full fluency in our suite of products and services.
- Thrive in an environment of innovation & continuous improvement.
- Identify internal process improvements or tools required to enhance employee & / or Customer experience.
- Act as the Voice of the Customer at all times.
- Contribute your Client Success expertise to cross-functional initiatives.
- Ensure optimal onboarding experience for new accounts / users.
- And other duties as assigned.
Qualifications :
Our Guiding Principles for Success at Norstella :
The expected base salary for this position ranges from $80,000-$90,000 plus commission. Salary offers are based on a range of factors including relevant skills, training, experience, and education.
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 any other protected characteristic.
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Salary : $80,000 - $90,000
