Technical Customer Success Manager
Evaluate Group, United Kingdom

#LI-hybrid

Evaluate (a Norstella company) 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 Customers 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.

The Global Customer Success team focus on delivering value to Evaluate’s Customers by driving customer journeys amp; engagement strategies, along with managing the health amp; retention of these Customers. The team is currently undergoing some transformation in how we engage with our customers amp; streamlining processes, to match the scale up amp; growth of Evaluate. As part of this evolution, we are hiring our first Technical Customer Success Manager dedicated to proactively partnering and providing support to our customers who are engaged in a technical or data delivery engagement.

Our Customer Success team is passionate about our customers 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.

This is a newly formed role will support customers with technology and data services engagements including data feeds, snowflake data sharing and dashboarding. Customers will route both content questions and technical questions about an implementation, delivery, or access to the Technical Customer Success Manager.

In this role of Strategic Customer Success Manager, you will:

• Maintain full fluency in Evaluate’s suite of products and services and how they are sold to deliver value in the marketplace.
• Thrive in an environment of innovation amp; 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.
• Answer incoming questions or requests regarding the content and technical functionality of Evaluate data services; probing to understand underlying business requirements behind the question and impact on client technical processes.
• Act as the Voice of the Customer at all times, ensuring business practices amp; deliverables meet the needs of our customers, amp; that Customer Experience remains high.
• Partner with your customers regarding their questions or requests about the content and technology; probing to understand underlying business requirements behind the question amp; to ensure delivery of value.
• Provide deep services expertise to partner with the sales team on renewals and new/additional business development activities, including demonstrating value to both existing and potential recipients of the data.
• Create smart data touches using Evaluate data 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 maintain 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.

EXPECTED OUTCOMES

• Demonstrate ownership and passion around your development and growth.
• Demonstrate ownership of your goals, milestones, and accomplishments.
• Be described as an excellent CSM by your peers, Sales amp; Product Management Teams.
• 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.
• Close alignment with Sales to ensure optimal data usage, cross-sell and upsell.
• Partner with Technology Solutions to ensure data is useable and accessible

HOW YOU’LL SUCCEED

• Achieve a personal Net Promoter Score rating of at least 70 per month and ensure the team reaches the same.
• Document and execute proactive account action plans to deliver value, drive upsell and mitigate churn risk.
• Achieve Customer retention rate of 90% amp; a Net Renewal Rate of 112%.
• Be recognized as data and technology support through the CSM organization.
• Enable customers to go directly to the CSM team, enabling the product organization to step back from custom requests and

Job Rewards and Benefits