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.The Client Services Manager is responsible for building and maintaining strong relationships with clients, ensuring their satisfaction, and acting as a liaison between the client and internal teams. The Manager will foster a collaborative and inclusive team environment that encourages open communication, mutual respect, and shared successes. In this role, the Manager will lead team members by providing clear expectations, regular feedback, and opportunities for growth and development by encouraging innovation, ownership, and continuous improvement across the team. This role requires excellent communication skills, project management capabilities, and a proactive attitude to anticipate client needs and drive service excellence. The Manager will also cross-collaborate with various internal teams regarding product and support enhancements, as well as migrations.
Responsibilities
- Manage, mentor, and support a team of client service executives to ensure high performance and consistent service quality.
- Create and implement support policies and procedures to enhance customer experience and ensure efficient issue resolution.
- Serve as the primary point of contact and escalation for clients, managing day-to-day communications, and service delivery.
- Develop and maintain strong, long-term client relationships to ensure ongoing satisfaction and retention.
- Track and analyze support ticket trends, response times, resolution rates, and client satisfaction scores; provide regular reports to leadership.
- Collaborate with internal departments (e.g., sales, operations, tech, product, support) Identify inefficiencies in the support process, products, etc. and implement improvements to enhance productivity and service quality.
- Manage onboarding processes for new clients and ensure smooth transitions.
- Address and resolve internal and external client issues promptly, escalating when necessary.
- Oversee the development and maintenance of support documentation, FAQs, and training materials to assist both clients and support staff.
- Assisting the Head of Client Services and what is needed to elevate and best support the team.
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 at least 6+ years relevant commercial experience managing client relationships - within pharmaceutical, biotech or contract research organizations - in a Client Support/Client Facing role.
- 2+ years relevant experience in a team lead/manager position is required.
- Adept at leading teams through change with clear communication, stakeholder engagement, and strategic execution.
- Maintain a client-first mindset, consistently delivering high-quality service and support.
- Technical proficiency – Strong understanding of computers and network systems to be able to support access enhancements. Ability to diagnose and resolve technical issues effectively and efficiently.
- 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.
- 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, Intercom 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.
