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Manager, Client Success - FS, PS & Diversified

About Citeline & Evaluate:

Citeline & Evaluate are part of a global company providing outstanding market intelligence services for the Pharmaceutical, Medical Device, Financial and Consulting sectors, through the Evaluate Pharma®, Evaluate Medtech®, Evaluate Omnium and Evaluate Vantage® online brands. Our international Customers in Pharma and Biotech, Medtech, Banking and Consultancy regard Evaluate Pharma® as the industry’s gold standard for timely and accurate analysis of reported drug sales, consensus sales forecasts, R&D pipeline, markets, and comprehensive company financials. Citeline & Evaluate are part of the Norstella family of businesses, helping to smooth access from Pipeline to Patient.

The Team:

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 focus on delivering value to our clients by driving customer journeys & engagement strategies, along with managing the health & retention of these clients. The team is currently undergoing some transformation in how we engage with our clients & streamlining processes to allow us to scale & drive efficiencies.

The Financial Services, Professional Services CS team is made up of 9 team members based across the UK, US (East & West Coast), & forms part of the larger Client Success organization. In this role of Manager, Client Success you will directly manage a team of up to 9 Customer Success Managers, reporting into the Global SVP of Client Success.

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:

In this role of Manager, you will:

Hire, manage, lead, mentor, train & coach a team of Client Success Managers, providing real-time, detailed guidance and feedback, including metric tracking & career development.
Develop team members for current and future growth opportunities.
Provide strong leadership to the team, driving consistent, predictable renewals & accurate forecasting.
Take a disciplined approach to process and operations, through high levels of direct observation, inspection and analytics, be accountable for metrics and KPIs.
Guide cross-role collaboration, organizing internal resources to address client needs.
Exhibit strong cross functional collaboration with Product Management, Data Operations, Sales, and Marketing to ensure alignment on roles, responsibilities and deliverables to aid improved Customer Experience & maximise engagement effectiveness.
Act as a role model and leader within the Commercial organization. Promote a "can do" culture and positive environment, advise Client Success Managers on account engagement strategy, answer questions, and help when necessary.
Maintain full fluency in Evaluate’s suite of products and services and how they are sold to deliver value in the marketplace.
Create and cultivate an environment of innovation & continuous improvement, where new ideas are consistently being brought forward to improve product usage and commercial success, including but limited to efficiency technology. Model a bias toward risk taking and action. Fail, learn, recover, advance.
Ensure team members are trained & ready to support commercial success, with the use of infield evaluations. Assess ongoing training, feedback frameworks & identify any additional needs/gaps as required to have a world class team with high engagement scores.
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.
Provide business and product development recommendations based on the analysis of the Salesforce case studies, user metrics and customer interactions.
Achieve or exceed Net Renewal Rate goals.

Expected Outcomes:

Demonstrate ownership and passion around your team’s development and growth, remove barriers to your team’s success, and help them troubleshoot both internal and external challenges.
Demonstrate ownership of yours and your teams' goals, milestones, and accomplishments. Set a high standard for the behavior and actions that you tolerate.
Inspire people through candid two-way conversations. Be described as a strong people leader by your direct reports.
Successful Onboarding completion, development & promotion of team members.
Clear understanding of each team member’s strengths & developmental areas, as well as personal motivations & career aspirations. Ensure this is documented via HR system & email, including measurables.
Close alignment with Sales to ensure transparent communication around New Business account transitions/trials/onboarding requirements.
Close alignment with Sales to ensure optimal product usage, cross-sell and upsell.
Drive education internally & externally as to the role of Strategic CSMs, managing people through the change.

How You'll Succeed:

Ensure team achieve an improvement of 5% in engaged users as demonstrated by health score.
Ensure team uncover, on average, at least 2 additional commercial opportunities within existing accounts per month, per CSM, through probing questioning.
Ensure the team reaches an average Net Promoter Score rating of at least 70 per month.
Drive education internally & externally as to the role of Strategic CSMs, managing people through the change.
Document and execute proactive account action plans to deliver value, drive upsell and mitigate churn risk.
Working with each team member, individually in 1:1’s, weekly as a minimum, in addition to direct customer interaction observations with each team member, monthly as a minimum.
Achieve a staff retention of 80%

Qualifications:

Customer focussed & experience of being a customer advocate within the organisation.
Commercial experience of interacting with pharmaceutical, biotech, financial and/or consulting Customers, in a Customer Success, training or sales role.
Strong business acumen, professional demeanor & ability to approach accounts in a proactive & strategic manner.
Outgoing and tenacious personality, with a proven ability to commit to success in achieving challenging goals
Ability to work collaboratively, manage change, and resolve conflict
Demonstrable Customer Success leadership experience, across multiple cultures, time zones & diverse backgrounds.
Experience providing guidance & feedback, to build high performance culture.
Experience balancing the needs of multiple stakeholders and working to tight timelines with resource constraints.
Ability to lead through influence across other business units.
Proven experience managing and coaching to metrics and KPIs.
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 focussed & experience of being the customers’ advocate within the organisation.
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.

Benefits:

Medical and Prescription Drug Benefits
Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
Dental & Vision Benefits
Basic Life and AD&D Benefits
401k Retirement Plan with Company Match
Company Paid Short & Long-Term Disability
Paid Parental Leave
Education Reimbursement
Paid Time Off & Company Holidays

Equal Opportunities Statement

The expected base salary for this position ranges from $100,000 to $110,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus.

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 handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.

Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.  

All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.

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