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Client Success Specialist

Location: London, United Kingdom

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Description

#LI-Hybrid 

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.    

  

Equal Opportunities Statement

Norstella is an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behaviour and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment. 

We know that sometimes the 'perfect candidate' doesn't exist, and that 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 engaged and excited, we’d love to see you apply.   

 
 
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