Client Success Operations Manager

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**MEMBERS ONLY**SIGN UP NOW***. 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 worlds 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.
Now, **MEMBERS ONLY**SIGN UP NOW***. is proud to be a part of Norstella
, an organization that consists of market-leading pharmaceutical solutions providers united under one goal: to improve patient access to life-saving therapies. Within this organization, **MEMBERS ONLY**SIGN UP NOW***. plays a key role in helping clients connect the dots from pipeline to patient.
Were hiring a Customer Success Operations Manager whose mission will be to drive the effectiveness and efficiency of our Client Success teams. You will be a trusted partner to the Client Success Leaders across Norstella in defining customer success objectives, strategy, and tactics, and in implementing process that scale.
Primary Objective: Drive the effectiveness and efficiency of Norstellas Client Success teams
How youll make an impact:
Provide project / program management for internal Client Success projects and manage day-to-day CS operations (e.g., reporting and analysis) as well as acting internal consultant for leadership to align on goals and execution
Partner with Enablement to create and sustain training and onboarding materials for Client Success teams
Develop business requirements and lead the execution of Gainsight implementation with support from Commercial Operations and a Gainsight administrator
Complete data analysis with large data sets to gather insights required to make key business decisions, such as retention/churn analysis, product adoption metrics, account tiering, retention forecasting, account health, NPS, adoption, etc. and set and measure KPIs
Define and document key processes across the client lifecycle (e.g. account handoff, proactive touchpoints, cross-functional coordination, business reviews, renewal management)
Support leadership to set goals, targets, measure performance, and workforce/team planning
Partner to drive Strategic initiatives such as customer-to-product feedback, customer experience, marketing, engagement initiatives
CS Process
Responsibilities:
Create project plans and oversee the day-to-day execution of the projects required to meet CS objectives
Establish and evolve internal workflow processes to support organizational scale and growth
Generate recurring and ad hoc reporting and insights to support and drive business decisions related to Client Success team management and performance
Establish and track metrics to understand success of customer programs
Act as the business owner for Client Success business applications (i.e. SFDC, Gainsight, Highspot)
Identify and document CS best practices, playbooks, and general insights on whats working well and what can be improved
Drive and document account health management programs
Provide organizational wide communications and updates related to Client Success
Document and drive renewal management and process to scale
Other duties as assigned
Requirements
Bachelors degree
5 years experience in Commercial Operations or Client Success/Account management functions
Strong analytical skills and an aptitude for working with data
Strong operational and/or PMO background
Passion for designing processes that scale
Ability to break down ambiguous problems into concrete, manageable components and think through solutions
Passion for delighting customers and building programs designed to increase customer retention and growth
Ability to lead through influence
Ability to work independently and drive projects from start to finish in a fast paced environment
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 doesnt. 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.
Benefits
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. Our benefits include:
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
Paid Time Off (PTO) 10 Company Holidays, 15 Vacation Days, 2 Floating Holidays, Birthday Day and 4 Volunteer Days
The expected base salary for this position ranges from $90,000 to 150,000. 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. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
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, were just as excited about you.
**MEMBERS ONLY**SIGN UP NOW***.

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