Technical Customer Success Manager Job at Norstella

Norstella is hiring for the role of Technical Customer Success Manager!

Responsibilities of the Candidate:

• 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.

Requirements:

• 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.