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#LI-hybrid

Norstella is a group of prominent pharmaceutical solutions providers Evaluate, MMIT, Panalgo, The Dedham Group, Citeline that help clients navigate complexities at each step of the drug development life cycle, from pipeline to patient. For more information, please visit (link removed)(link removed)>

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 industrys gold standard for timely and accurate analysis of reported drug sales, consensus sales forecasts, R&D pipeline, markets and comprehensive company financials.

THE TEAM

Customer Success is a global team, with 18 team members based across the UK, US (East & West Coast) and Japan. The Global Customer Success team focuses on delivering value to Evaluates clients by driving customer journeys and engagement strategies, along with managing the health and retention of these clients. The team is currently undergoing some transformation in how we engage with our clients and streamlining processes to match the scale up and growth of Evaluate.

We are hiring for a proactive Renewals Manager with a commercial mindset to join our team. This is a new position within the team and an excellent opportunity to learn and develop within a high-growth company. In this role as Renewals Manager, you will report into a Customer Success leader. You will be responsible for the retention and growth of a client portfolio, ensuring they renew their subscriptions and uncovering opportunities for additional products and services.

Our Customer Success team is passionate about our clients and their business. Our goal is to exceed their expectations by anticipating their needs, demonstrating our understanding of what actionable value is derived from our platform, and providing highly valued business insights to improve their decisions.

This role is for you if you are a versatile and tenacious commercial professional, achievement-oriented, and you like to work independently as well as collaboratively with the Sales and Customer Success team members to deliver outstanding client service and maximise the value of the global business.

SCOPE OF ROLE

In the role of Renewals Manager, you will:

• Achieve or exceed Net Renewal Rate goals and maintain and develop assigned accounts in the pharmaceutical, medical device and consulting sectors;
• Manage the entire renewal pipeline for your assigned accounts;
• Own renewal discussions & proposals with the customer base;
• Document all activities in Evaluates Salesforce CRM system;
• Always act as the Voice of the Customer, ensuring business practices and deliverables meet the needs of our clients, and 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;
• Provide deep product expertise to partner with customers including demonstrating value to both existing users;
• Create smart data touches using Evaluate data or product enhancements for proactive outreach strategies to support account retention, growth;
• Align with Sales and maintain regular contact to discuss upsell/cross sell opportunities captured;
• Monitor and report on the health of accounts, identify and mitigate risk;
• Contribute your Customer Success expertise to cross-functional initiatives and cover other areas within the Global Customer Success team as needed.

EXPECTED OUTCOMES

• Form trusted partner relationships with accounts and users. Become an Evaluate expert user and serve as a consultative advisor to support quickly and thoroughly answering client questions.
• Align with key buyers and users within accounts to ensure optimal success toward net renewal goals;
• Record, track and analyse activities according to agreed processes to uncover what is working well or needs further attention;
• Collaborate and work in partnership with your Customer Success team colleagues. Deliver optimal customer experience, including the delivery of appropriate training of clients, answering client questions, providing appropriate services as well as tracking competitors;
• Promote the Evaluate brand. Collaborate and drive promotional activities with the Marketing team on regular and targeted campaigns to introduce new and/or enhanced services and promote the Evaluate brand.

HOW YOULL SUCCEED

• Develop professional relationships with all clients, pro-actively uncover opportunities for upsell / cross sell to maximise lifetime value of each account;
• Work closely with your Product Management and Customer Success colleagues to share client feedback and strive for continuous improvements in Evaluates offerings;
• Document and manage all retention and growthactivities using the full application of the Evaluate renewal processes to deliver value, drive upsell and mitigate churn risk;
• Provide accurate and up-to-date sales pipeline reports and sales forecasts on a weekly basis;
• Uncover, on average, at least two (2) additional commercial opportunities within existing accounts per week, through probing questioning.

Requirements

WHAT IT TAKES

• You have strong commercial mindset with relevant experience in B2B sales and/or SaaS products
• You have a track record of achieving sales or renewal quotas;
• Customer focus and experience of being the Clients advocate within the organisation;
• Experience of building relationships and trust with clients, by driving engagement, confidently handling difficult situations and solving their problems;
• Experience balancing the needs of multiple stakeholders, working to tight timelines with resource constraints;
• Demonstration of a high degree of organization and proficiency leveraging internal systems and defined processes;
• Experience of preparing or hosting training/on-boarding sessions;
• Exceptional communication and presentation skills;
• Adaptability, flexibility and a curious mindset. You enjoy challenging the status quo and driving for solutions in complex and ambiguous situations.
• Ability to apply learnings to new and differing situations;
• You understand how analysis and information supports strategic decision making;
• You have experience in utilising Microsoft Office applications and Salesforce CRM.

Desirable

• Exposure and experience selling to pharmaceutical, medical device and consulting clients

Benefits

WHAT WE OFFER YOU

The expected base salary for this position ranges from $50,000 to $70,000 per annum. 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. In addition to base salary, we offer the following benefits as well as a performance based variable commission.

• Medical, Dental, and Vision plans;
• Dependent & Health Flexible Spending Accounts (FSA);
• Employer 401k contribution;
• Workers Compensation, Life Insurance, Short and Long Term Disability;
• Employee Assistance Program (EAP);
• Paid time off includes Holidays, vacation, and sick time.

Evaluate is an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value peoples 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 individuals abilities, skills, performance and behaviour and our business requirements. Evaluate operates a zero tolerance policy to any form of discrimination, abuse or harassment.