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Client Services Executive πŸ”₯


Company Description


Citeline is one of the world's leading providers of data and intelligence on clinical trials, drug treatments, medical devices and what's new in the regulatory and commercial landscape. Relying on us to deliver vital advantage when making critical R&D and commercial decisions, our customers come from over 3000 of the world’s leading pharmaceutical, contract research organizations (CROs), medical technology, biotechnology and healthcare service providers, including the top 10 global pharma and CROs.

From drug and device discovery and development to regulatory approval, and from product launch to lifecycle management, we provide the intelligence and insight to help our customers seize opportunities, mitigate risk and make business-critical decisions, faster. As the pharma and healthcare sector faces unparalleled upheaval, customers rely on our independent advice, enabling them to cut through the clutter and make sense of changing drug development, regulatory and competitive landscapes.

Until recently, we were a division of Informa, the British publishing, business intelligence, and exhibitions group based in London. However, as of June 1st 2022, we are an independent stand-alone entity with sophisticated private equity backing from Warburg Pincus.


Job Description


The Client Services Executive (CSE) will deliver a world class standard of Customer Service to both clients that subscribe to our services, and internal colleagues in sales and other departments. This includes trouble shooting and problem resolution, setting up users in corporate systems, and onboarding new clients. Providing support for other products and services may follow. This is a homeworker (remote) position.

The CSE will:

  • Provide support through multiple channels including email and phone
  • Support hours will be from 9AM to 5PM MT (11AM to 7PM ET)
  • Meet Customer Service KPIs and SLAs while exceeding standards, customer requirements and expectations
  • Lead by example in all forms of client communication
  • Always be professional and helpful
  • Effectively manage client escalations in a timely manner
  • Proactively and collaboratively work with Account Managers and other colleagues to achieve business goals
  • Represent the voice of the customer by capturing and providing feedback on client requirements to the business
  • Ensure that all activities with clients are logged in the relevant CRM system
  • Participate in business process improvement initiatives
  • Continually improve product and industry knowledge

Qualifications
  • At least 3 years of experience in a customer service role
  • Excellent communication and interpersonal relationship skills
  • Excellent listening, documentation and speaking skills
  • Ability to understand user issues and apply the right combination of technical and soft skills to solve them in a timely manner
  • Excellent problem-solving skills
  • Pro-active and willing to take the initiative
  • Act with integrity, tact and diplomacy
  • Detail oriented with strong organizational skills
  • Ability to work under pressure in a multi-tasking environment
  • Good skills in Excel, Word and Outlook are essential
  • Prior exposure to recurring revenue/renewal business processes
  • Excellent time management skills
  • Experience with tools such as SalesForce and Microsoft Teams is a plus
  • Demonstrated ability to work in a team environment with an ability to develop strong internal stakeholder relationships
  • Outgoing, confident and engaging
  • Self-critical and able to take on board advice and constructive criticism

Additional Information


Citeline is an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We have a full package of competitive benefits and perks available:

  • Medical Benefits, Dental Benefits, Vision Benefits
  • Flexible Spending Account (FSA), Health Savings Account (HSA)
  • Basic Life and Personal Accident Insurance, Basic Disability Insurance, Voluntary Group Life Insurance, Voluntary Personal Accident Insurance
  • 401k Plan with Employer match
  • Paid Time Off (PTO) – 15 days

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