Job Description

Description

ABOUT NORSTELLA



Norstella unites five market-leading companies that all have a shared goal of improving patient access to life saving therapy. Each organization (Citeline, Evaluate, MMIT, Panalgo, & The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, we help our clients:

Accelerate the drug development cycle Bring the right drugs to market Identify barriers to patient access Turn data into insights faster Think strategically for specialty therapeutics

By combining the efforts of each organization under Norstella, we offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics.

THE TEAM - Global Customer Success

The Global Customer Success team focus on delivering value to our Customers by driving customer journeys & engagement strategies, along with managing the health & retention of these Customers. The team is currently undergoing some transformation in how we engage with our customers & streamlining processes, to match the scale up & growth of Norstella. As part of this evolution, we are hiring our first Technical Customer Success Manager dedicated to proactively partnering and providing support to our customers who are engaged in a technical or data delivery engagement.

Our Customer Success team is passionate about our customers and their business, 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.

This function is new to the organization and in a very pivotal team for the organization that will support customers with technology and data services engagements including data feeds, snowflake data sharing and custom projects. Customers will route both content questions and technical questions about an implementation, delivery, or access to the TCSM.



SCOPE OF ROLE



In this role of Technical Customer Success Manager, you will:

Maintain full fluency in Evaluate & Citeline 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. Answer incoming questions or requests regarding the content and technical functionality of Evaluate data services, probing to understand underlying business requirements behind the question and impact on client technical processes. Always Act as the Voice of the Customer, ensuring business practices & deliverables meet the needs of our customers, & that Customer Experience remains high. Partner with your customers regarding their questions or requests about the content and technology; probing to understand underlying business requirements behind the question & to ensure delivery of value. Provide deep services expertise to partner with the sales team on renewals and new/additional business development activities, including demonstrating value to both existing and potential recipients of the data. Contribute to onboarding, partnership reviews, and renewal decks. Align with Sales on account strategies and maintain regular contact to discuss account health, value capture, engagement levels, and opportunities captured. Monitor and report on the health of accounts and support the preparation of business review material. Monitoring product usage to uncover new use cases and new user groups within the customer base Troubleshoot technical questions and solution with customers and the data offerings and services team to maintain ease of use.


EXPECTED OUTCOMES



Demonstrate ownership and passion around your development and growth. Demonstrate ownership of your goals, milestones, and accomplishments. 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 data usage, cross-sell and upsell. Partner with Data Offerings & Service team to ensure data is useable and accessible and is closely aligned with our customers' needs


HOW YOU'LL SUCCEED



Document and execute proactive account action plans to deliver value, drive upsell and mitigate churn risk. Achieve Customer retention rate of 81% alongside growing our data services business. Be recognized as data and technology support through the CSM organization. Enable customers to go directly to the CSM team, enabling the product organization to step back from custom requests and queries. Support customers from a varying range of sectors on their digital transformation journey. Experience working with both business minded and technical minded customers.


WHAT IT TAKES



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, consulting 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 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.


Technical (Required)



Familiarity with the concept of Data-as-a-Service (DaaS). Ability to translate technical processes to non-technical customers. Experience in working closely with product and services functions to support requirements elicitation. The ability to adapt as new technologies emerge or new customer requests come in. Understanding of basic data model concepts Experience with rest APIs


Technical (Nice to have)



Familiarity with Python in the context of data transformation. Experience with Snowflake. An understanding of data pipelines * The ability to query data tables using SQL.