Client Success Specialist

Description
About Citeline...
Citeline is one of the world's leading providers of data and intelligence on clinical trials, drug treatments, medical devices and what's new in the regulatory and commercial landscape.?Relying on us to deliver vital advantage when making critical R&D and commercial decisions, our customers come from over 3000 of the world?s leading pharmaceutical, contract research organizations (CROs), medical technology, biotechnology and healthcare service providers, including the top 10 global pharma and CROs.?
From drug and device discovery and development to regulatory approval, and from product launch to lifecycle management, we provide the intelligence and insight to help our customers seize opportunities, mitigate risk and make business-critical decisions, faster. As the pharma and healthcare sector faces unparalleled upheaval, customers rely on our independent advice, enabling them to cut through the clutter and make sense of changing drug development, regulatory and competitive landscapes.?
THE TEAM ? Global Client Success Specialists
The Global Client Success Specialists team (part of Citeline?s broader Client Success organization) focuses on delivering value to Citeline?s SME Customers by driving customer journeys and engagement strategies, along with managing the health and retention of these Customers.
Our Client 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.
SCOPE OF ROLE
? In this role of Client Success Specialist, you will:
? Strategize creative approaches to renewals and upsell opportunities in partnership with Account Managers
? Onboard new clients and nurture relationships through proactive outreach
? Schedule and run Client Business Reviews
? Orchestrate and manage regular meetings with Account Managers to review current state of business
? Conduct usage reviews and ?game-plan? risk mitigation
? Work with account managers to create and execute date-driven Account Plans
? Maintain accurate and up-to-date renewal forecasting within Salesforce, Tableau, and Gainsight
? Create synergies between sales teams and outside departments, i.e, marketing, training teams
EXPECTED OUTCOMES
? Demonstrate ownership and passion around your development and growth
? Demonstrate ownership of your goals, milestones, and accomplishments
? Be described as an excellent CSC by your peers, Sales & Product Management Teams
? 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
WHAT IT TAKES
? Historical success in account management function with a renewal aspect
? Proficiency in Salesforce, Tableau, and Excel
? Proficiency in Gainsight and Seismic a plus
? Proven track-record of consistent increases in renewal rate YoY
? Ability to prioritize and execute different functions and ensure goals are achieved
? Be solution-focused and creative
? Capability to adapt and evolve within various environments and teams
? True team-player with a ?whatever it takes? attitude
WHAT WE OFFER YOU
? 25 days annual leave, 4 days for volunteering and a personal day
? 5% pension match
? Group Life Assurance (100% employer funded)
? Group Income Protection (100% employer funded)
? Other voluntary benefits such as: Dental, Cash Plan, PMI Excess Cover, Health Screening & Critical Illness
The guiding principles for success at Norstella:
01: Bold, Passionate, Mission-First
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
02: Integrity, Truth, Reality
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn?t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perseverance
We will persevere ? even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.
Employee experience is very important to us. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates, we are also flexible with different working patterns and prioritize promotions internally. We have a full package of competitive benefits and perks available:
? Medical Benefits, Dental Benefits, Vision Benefits
? Flexible Spending Account (FSA), Health Savings Account (HSA)
? Basic Life and Personal Accident Insurance, Basic Disability Insurance, Voluntary Group Life Insurance, Voluntary Personal Accident Insurance
? 401k Plan with Employer match
? Open vacation policy
The expected base salary for this position ranges from $75,000 to $80,000. 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. We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Norstella is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under law

Apply Job!