Client Success Manager - APAC Company: Norstella Location: Otemachi Chioyad-ku, Tokyo, Japan Date Posted: Jan 14, 2025 Employment Type: Full Time Job ID: R-829 **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. **About The Position** To be successful in this role, the Customer Success Manager must + 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. + Partner with your customers regarding their questions or requests about the content and functionality of Norstella products; probing to understand underlying business requirements behind the question & to ensure delivery of value. + 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. + Use strong Commercial Acumen & questioning techniques and understand their needs & be able to identify leads, creating a pipeline of upselling business + Thrive in an environment of innovation & continuous improvement, where you continuously bring forward new ideas to improve product usage and commercial success. Model a bias toward risk taking and action. Fail, learn, recover, advance. + Act as the Voice of the Customer at all times, ensuring business practices & deliverables meet the needs of our customers, & that Customer Experience remains high. **Key Responsibilities** + Be responsible for the renewal & retention of business within your portfolio. + Monitor and drive improvement in the health of accounts, identify any risky renewal and put mitigation plans in place. + Create smart data touches using Norstella data/Insights, services or product enhancements which you will use as proactive outreach strategies to support account retention, growth and new business activities. + Answer incoming questions or requests regarding the content and functionality of Norstella products, probing to understand underlying business requirements behind the question. **Experience:** + Exceptional communication and presentation skills. + Strong analytical and problem-solving skills. + Native-level proficiency in Japanese and the ability to communicate effectively in English at a business level. + Open to learning and have a strong desire to grow and develop in their role. + Customer focused & experience of being a customer advocate within the organization. + Commercial experience of interacting with pharmaceutical, biotech, financial and/or consulting Customers, in a Customer Success, Account management or sales role. + Strong business acumen, professional demeanor & ability to approach accounts in a proactive & strategic manner. + Experience of building relationships and trust with clients, by driving engagement, confidently handling difficult situations, solving their problems & demonstrating value. + Experience balancing the needs of multiple stakeholders and working to tight timelines with resource constraints. **Ideal Mindset:** + Drive: operates with a sense of urgency and thrives on winning through continuous improvement and learning + Prioritizes Team: recognizes that businesses build not through single individuals but via teams and systems; prioritizes building a culture that enables a high performing team. + Expert Communicator: takes complex, nuanced data concepts and presents simply through storytelling to tie use cases to successful outcomes for clients. + Integrity: operates with a high level of ethics and communicates with honesty and transparency + Learning Agility: the ability to consume new learnings, conceptualize and iterate behavior quickly. **Additional Information** Travel: Minimal Location: Hybrid – Tokyo office and remote office work Reporting: Report directly to Head of Client Success, APAC _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._ _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._ 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.