Client Services Executive

Description

About Norstella:

Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.

Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients: 

• Accelerate the drug development cycle 
• Assess competition and bring the right drugs to market 
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies
  
  

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

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.
• Shift timing: 3-shift rotation (6:00 AM – 3:00 PM, 2:00 PM – 11:00 PM, 10:00 PM – 7:00 AM) - The shift rotation takes place every 4 weeks.
  
  

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.
  
  

Our Guiding Principles For Success At Norstella

• Bold, Passionate, Mission-First.
• Integrity, Truth, Reality.
• Kindness, Empathy, Grace.
• Resilience, Mettle, Perseverance.
• Humility, Gratitude, Learning.
  
  

Benefits

• Health Insurance
• Provident Fund
• Reimbursement of Certification Expenses
• Gratuity
• 24x7 Health Desk
  
  

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.

All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: [HIDDEN TEXT].