Client Services Executive

Company: Citeline

Location: Remote, United States

Date Posted: Sep 17, 2024

Employment Type: Full Time

Job ID: R-460

Description

Company Description

Citeline 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 world’s 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, Citeline 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, Citeline plays a key role in helping clients connect the dots from pipeline to patient.

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

Our Guiding Principles for success at Norstella:

01: Bold, Passionate, and Mission-First

02: Integrity, Truth, and Reality

03: Kindness, Empathy, and Grace

04: Resilience, Mettle, and Perseverance

05: Humility, Gratitude, and Learning

Benefits

• Medical and Prescription Drug Benefits

• Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)

• Dental & Vision Benefits

• Basic Life and AD&D Benefits

• 401k Retirement Plan with Company Match

• Company Paid Short & Long-Term Disability

• Paid Parental Leave

• Paid Time Off & Company Holidays

The expected salary for this position ranges from $45,000 to $50,000. 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.

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.

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: [email protected] .

Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.