Customer Success Manager - Success Center
Evaluate Group, United States
Job Description
Evaluate is a global company providing outstanding market intelligence services for the Pharmaceutical, Medical Device, Financial and Consulting sectors, through the Evaluate Pharma, Evaluate Medtech, Evaluate Omnium and Evaluate Vantage online brands. Our international clients in Pharma and Biotech, Medtech, Banking and Consultancy regard Evaluate Pharma as the industry’s gold standard for timely and accurate analysis of reported drug sales, consensus sales forecasts, Ramp;D pipeline, markets and comprehensive company financials.
To amplify the ability to make critical decisions, Evaluate is proud to become part of Norstella an organization that unites four market-leading companies with a shared goal: to improve patient access to life-changing therapies. We are stronger together and as a Norstella company, Evaluate plays a key role in helping to connect the dots from pipeline to patient. Norstella unifies five market-leading companies that all have a shared goal of improving patient access to life saving therapy. Each organization (Citeline, Evaluate, MMIT, Panalgo, and The Dedham Group) delivers must-have answers for critical strategic and commercial decision making. Together we help our clients:
- Accelerate the drug development cycle
- Bring the right drugs to market
- Identify barriers to patient access
- Turn data into insights faster
- Think strategically for specialty therapeutics
By combining the efforts of each organization under Norstella, we offer and 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.
The Team
The Global Customer Success team focus on delivering value to Evaluate’s clients by driving customer journeys amp; engagement strategies, along with managing the health amp; retention of these clients. The team is currently undergoing some transformation in how we engage with our clients amp; streamlining processes, to match the scale up amp; growth of Evaluate.
Customer Success is a Global team, with 14 team members based across the UK, US (East amp; West Coast) amp; Japan, ensuring we can provide around the clock support for our clients. In this role as Customer Success Manager you will report into the Global Director of Customer Success.
Our Customer Success team is passionate about our clients and their business means anticipating their needs, demonstrating our understanding of what actionable value is derived from our platform, and providing highly valued business insights. Our goal is to exceed their expectations by influencing their decisions amp; ultimately profitability.
Scope of Role
- Act as the Voice of the Customer at all times, ensuring business practices amp; deliverables meet the needs of our clients amp; that Customer Experience remains high.
- Answer incoming questions or requests regarding the content and functionality of Evaluate products; probing to understand underlying business requirements behind the question.
- Ensure optimal on-boarding experience for new accounts/users within the first 30 days, including personalised/group training sessions, as well as an account transition kick-off meeting and documentation of account and user Success Criteria.
- Provide deep product expertise to partner with the sales team on renewals and new/additional business development activities, including demonstrating value to both existing and trial users.
- Create smart data touches using Evaluate data or product enhancements which you will use as proactive outreach strategies to support account retention, growth and new business activities.
- Contribute to onboarding, partnership reviews, and renewal decks.
- Align with Sales on account strategies and maintains regular contact to discuss account health, value capture, engagement levels, and opportunities captured.
- Monitor and report on the health of accounts and support the preparation of business review material.
- Be a key contributor to the creation of help and support materials such as training videos, user documentation, online help and FAQs.
- Contribute your Customer Success expertise to cross-functional initiatives and cover other areas within the Global Customer Success team as needed during peak periods and holidays.
Expected Outcomes
- Form trusted partner relationships with accounts and users.
- Strongly align with key buyers and users within accounts to ensure optimal success toward renewal and growth to help achieve company revenue goals.
- Facilitate an optimal new user on-boarding experience by ensuring users are active within 30 days of license allocation, with clearly documented user Success Criteria.
- Close alignment with Sales to ens