Customer Support Success - Citeline

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.

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

Job Overview

• Job Types: Part-time, Full-time

• Work Setting: Work from home

• Location: Remote (Anywhere)

• Salary: $48.00 per hour

• Employer: Citeline

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.

• 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 needed

Requirements & Qualifications

• 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.

• 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.

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.

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