Client Success Manager | Life Sciences Growth & Renewals

Jobs Region Group; United States; Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical and Prescription Drug Benefits

Health Savings Accounts or Flexible Spending Accounts

401k Retirement Plan with Company Match

Job summary

Jobs Region Group is looking for a Client Success Manager to ensure customer satisfaction and retention within the life sciences sector. This role involves partnering with clients to address their needs regarding our data and AI solutions while demonstrating product value. The ideal candidate will possess strong business acumen and excellent communication skills. The salary ranges from $80,000 to $90,000, along with comprehensive benefits including health insurance and a 401k plan.

Qualifications

• Experience interacting with pharmaceutical, biotech, or consulting customers.
• Ability to balance the needs of multiple stakeholders.
• Demonstrable communication and presentation skills.

Responsibilities

• Partner with customers about their questions regarding products.
• Provide product expertise for sales teams.
• Drive improvement in the health of accounts.

Skills

Customer focused

Strong business acumen

Exceptional communication skills

Analytical skills

Strong relationship skills

Job description

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Home Job Remote Customer Care Job at Norstella

Application is invited from interested and qualified candidate to apply for Remote Customer Care Job at Norstella

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Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.

Individuals interested in the Client Success Manager position at Norstella should review the job details, requirements, and application process provided below.

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. 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.

Responsibilities:

• 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)

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• 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.
• Strong business acumen, professional demeanor & ability to approach accounts in a proactive & 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 & driving innovation for the improvement of the Customer Experience & business results.
• Agile with a demonstrated ability to manage through ambiguity and coach team members through change, driving for solutions despite complexity.
• Strong, high-level relationship skills. Able to thrive in a team environment, interact with peers, understand executive vision and internal ecosystem.
• Customer focused & experience of being the customers’ advocate within the organization.
• Experience of building relationships and trust with clients, by driving engagement, confidently handling difficult situations, solving their problems & demonstrating value.
• Demonstration of a high degree of organization and proficiency leveraging internal systems & defined processes.

Salary ranges from $80,000 to $90,000

• Medical and Prescription Drug Benefits
• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
• Basic Life and AD&D Benefits
• 401k Retirement Plan with Company Match
• Company Paid Short & Long-Term Disability

Interested and qualified candidates for “Remote Customer Care Job at Norstella” should click the GREEN BUTTON below to apply.

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