Customer Success - Content Enablement Platforms
Novartis India
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Job summary
Novartis India seeks a Customer Success Manager focused on Change Management and Training for Content Platforms. The role partners with global teams and regional users to drive adoption, deliver effective training materials, and manage change across markets.
Strong stakeholder management, multilingual capability, and the ability to work across time zones are essential. The position is hybrid with locations in Hyderabad.
Qualifications
- Bachelor’s degree required; advanced degree preferred.
- 6+ years experience in Change Management and Training Management, ideally in a product-focused environment.
- Excellent written and verbal communication skills in English.
- Fluency in a second language is mandatory (Spanish, Portuguese, German, French, Japanese, or Italian).
- Experience designing and delivering training programs for diverse audiences.
- Experience with distributed teams across regions/time zones.
Responsibilities
- Drive adoption, training, and change execution in-region.
- Own one or multiple product areas; develop training materials with Product Owner.
- Interface between global teams and country users.
- Lead regional training programs and change management activities.
- Align platform capabilities with local and regional business needs.
- Lead communication, engagement, and adoption during platform enhancements.
Skills
Education
Tools
Job description
Novartis ambition is to be a recognized leader in Data, Analytics, AI & Platforms (DAP).Within Marketing Platforms, DAP is setting up a new content platform’s product team to implement and manage platforms which support the end-2-end content journey for international, region and countries (IRC) to support and drive commercial, medical and value & access activities.
Novartis ambition is to be a recognized leader in Data, Analytics, AI & Platforms (DAP).Within Marketing Platforms, DAP is setting up a new content platform’s product team to implement and manage platforms which support the end-2-end content journey for international, region and countries (IRC) to support and drive commercial, medical and value & access activities.
This role works in partnership with Data, Analytics, AI & Data Science, and other Commercial Launch Strategy (CLS) teams, Medical, Value & Access, IRC, S&G, DDIT, BSI and others to implement, and scale content platforms solutions across the commercial and medical value chain of Novartis.
The Customer Success Manager is responsible for driving adoption, training, and change execution across Content Platforms within their region, ensuring that solutions are effectively used and deliver business value.
- Drives adoption, training, and change execution in-region
- Owns one / multiple product area/s, partnering with the Product Owner to develop training materials
- Acts as the primary interface between global teams and country users
- Adopted and effectively used across markets, delivering measurable business value
- Supported through high-quality training, communication, and change management
- Continuously improved through structured feedback loops and regional insights
- Drive adoption and value realization of Content Platforms across assigned regional markets.
- Identify adoption barriers and proactively resolve or elevate issues impacting platform usage.
- Align platform capabilities with local and regional business needs.
- Design and deliver regional training programs through live and virtual formats.
- Adapt training materials and learning content to meet regional and local requirements.
- Ensure users are effectively enabled to utilize platform features and capabilities.
- Execute regional change management plans and conduct change impact assessments.
- Lead communication, engagement, and adoption activities during platform enhancements and releases.
- Serve as the regional point of coordination for platform rollouts and change initiatives.
- Build strong relationships with regional business teams, market users, and platform leads.
- Collaborate with stakeholders across regions to drive alignment and adoption.
- Stay informed on industry best practices in change management, learning, and technology adoption.
- Continuously improve training effectiveness, user experience, and adoption strategies.
- Bachelor's degree required; advanced degree in Business, Technology, or a related field preferred.
- Minimum 6+ years of experience in Change Management and Training Management, ideally within a product-focused environment.
- Excellent written and verbal communication skills in English.
- Fluency in a second language is mandatory (Spanish, Portuguese, German, French, Japanese, or Italian).
- Proven experience designing and delivering effective training programs for diverse audiences.
- Experience working with distributed teams across multiple regions and time zones.
- Strong stakeholder management, communication, organizational, and problem-solving skills.
- Ability to make decisions in fast-paced and ambiguous environments.
- Highly organized with strong attention to detail and execution discipline.
- Ability to operate independently with limited oversight while maintaining delivery excellence.
- Customer-focused, collaborative, and continuous improvement mindset.
- Willingness to support overlap with EMEA, LATAM, and APAC time zones as required.
- Experience supporting digital transformation, technology adoption, or platform enablement initiatives.
- Familiarity with content, marketing, or commercial platforms such as:
- Wrike
- Monday.com
- ScreenDragon
- Aprimo
- Veeva PromoMats
- Activator
- Shaman
- Veeva CRM
- Salesforce Marketing Cloud
- Experience working in global, cross-cultural environments.
- Exposure to pharmaceutical, healthcare, or regulated industries.
- Change Management certification (e.g., Prosci, ADKAR, or equivalent).
- Strong change leadership and organizational influence capabilities.
- Demonstrated ability to drive continuous improvement and user adoption outcomes.
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?
https://www.novartis.com/about/strategy/people-and-culture
Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards
Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)
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