Remote Customer Care Norstella

Client Success Manager

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life‑saving therapies, supporting pharmaceutical and biotech companies across the full drug development lifecycle.

• 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.
• 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.
• Ad hoc duties as assigned (All Responsibilities need to end with this bullet)

• 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.
• Stron…