Job Description
About Norstella
At Norstella, our mission is simple: to help our clients bring life-saving therapies to market quicker—and help patients in need.
Founded in 2022, but with history going back to 1939, Norstella unites best-in-class brands to help clients navigate the complexities at each step of the drug development life cycle —and get the right treatments to the right patients at the right time.
Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making. Together, via our market-leading brands, we help our clients:
Citeline – accelerate the drug development cycle
Evaluate – bring the right drugs to market
MMIT – identify barrier to patient access
Panalgo – turn data into insight faster
The Dedham Group – think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we can 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. As one of the largest global pharma intelligence solution providers, Norstella has a footprint across the globe with teams of experts delivering world class solutions in the USA, UK, The Netherlands, Japan, China and India.
Job Description
The Client Services Executive (CSE) will act as the voice of our customers. The CSE will provide subscription information and manage our client accounts. The CSE will also create entitlements and onboard new and existing clients, answer internal and external client questions, and resolve any emerging problems that our clients might face with accuracy and efficiency.
Responsibilities
Manage the Client Services Salesforce Queue (client inquiry management system) including but not limited to:
Supporting basic Alert Formatting and Query Set Up
Providing Account Management for new user adds and changes
Supporting access enhancements (Email Domains and IPs)
Providing trial and account assistance questions from account managers
Act as liaison for Connect/ATA/API/Finance/Salesforce/SalesOpps/Dev/Tech teams and our clients
Fulfillment Report Management including report monitoring hourly, entitlements and access onboarding for new deals and renewal user rollover
Representing the first point of contact for all clients internally and externally needing assistance via cases and phone.
Assist Training team with administrative support
Assist the Client Success team with collaborative goals and initiatives
AS PART OF BUILDING YOUR PERSONAL BRAND YOU WILL BE GIVEN THE OPPORTUNITY TO:
Represent highly recognized and awarded brands
Partner with customers in developing their strategic direction
Build and maintain global and local relationships internally and with customers
Work in a highly collaborative and passionate team environment
Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development
Qualifications
Strong preference for candidates with 2+ years relevant commercial experience managing client relationships - within pharmaceutical, biotech or contract research organizations - in a Customer Success, Sales, Training, or other client-facing roles.
Demonstrated experience driving customer engagement and solving client problems.
Experience working independently, as well as in a collaborative, cross-functional team environment.
Excellent written, verbal and presentation skills. Ability to communicate complex concepts succinctly and effectively.
Strong interpersonal skills.
Ability to meet deadlines and promptly satisfy client needs and requests.
Creative problem-solver who can leverage available resources and create new ones to satisfy customer needs.
Salesforce knowledge is preferred
Benefits
Health Insurance
Provident Fund
Reimbursement of Certification Expenses
Gratuity
24x7 Health Desk
Our 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.
Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, 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 behavior and our business requirements. Norstella operates a zero-tolerance policy to any form of discrimination, abuse or harassment.
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 passion and excitement, we’re just as excited about you.
