Renewal Operations Specialist Company: Norstella Location: Remote, India Date Posted: Feb 14, 2025 Employment Type: Full Time Job ID: R-860 **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. **Job Description:** At Norstella, the Global Customer Success team is committed to ensuring our customers receive the utmost value. We are genuinely enthusiastic about supporting our customers and their businesses. By refining our processes, tools, and systems, we strive to create a smooth and efficient experience for everyone we work with. Our team operates on a global scale, with representatives in Japan, China, the United States, and the United Kingdom. You will be part of the Customer Success team, reporting directly to the Provisioning Manager. As a Renewal Ops professional, your primary responsibility will be to support the Customer Success team in effectively managing the usage process. You will monitor and report on user login activity during designated periods, offering insights into the login patterns of the users for the Customer Success team’s evaluation. Your role will also involve close collaboration with the Provisioning Manager, the Commercial Operations team and the Client Services team in an effort to best support our end users and their needs. Additionally, you will work closely with the Training team to provide administrative support as well as develop a deep understanding of product features. Armed with this product knowledge, you will work to create client facing support articles and materials. The right candidate will need to demonstrate a significant level of independence and possess excellent people skills. A solid background in customer service and change management is essential. This position presents an exciting opportunity for someone with experience in product content development. **Responsibilities:** + Conduct data collection processes and standard operating protocols for commercial activities related to usage. + Establish product knowledge and understanding to create client-facing articles. + Conduct the day-to-day work, as well as the QC of your own tasks to identify issues and proactively resolve. + A strong commitment to delivering exceptional content + Capable of managing multiple tasks effectively under pressure while keeping a composed, professional demeanor focused on content development + Skilled in meeting deadlines and organizing workload efficiently + Eager to learn and grow personally, with an openness to modern technologies. + Experience working remotely across different time zones, collaborating globally. + Adheres to established processes while also being inquisitive and seeking clarification when needed. + Takes responsibility for personal projects and consistently reviews the outputs for quality assurance. **Requirements:** + Excellent skills in organization, planning, problem-solving, and communication + A proactive, results-driven, and enthusiastic individual + Strong focus on detail + Advanced proficiency in Excel and PowerPoint + Familiarity with reporting tools to generate insights, with a preference for Power BI + Experience in adhering to technical processes and a capacity to adjust to changes in those processes. **Benefits:** + Health Insurance + Provident Fund + Reimbursement of Certification Expenses + Gratuity + 24x7 Health Desk **The guiding principles for success at Norstella:** **01: Bold, Passionate, Mission-First** We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do. **02: Integrity, Truth, Reality** We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals. **03: Kindness, Empathy, Grace** We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication. **04: Resilience, Mettle, Perseverance** We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission. **05: Humility, Gratitude, Learning** We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking. _Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s 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 individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero-tolerance policy to any form of discrimination, abuse or harassment._ _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.