Description Strategic Client Director Reports to: VP, Strategic Client Partnerships | RWD - IHD Platform - IHD Insights as a Service
Norstella - RWD | Remote US | Full-time | Individual Contributor
About the Opportunity A commercially-focused client partnership role Norstella's Real World Data business is building a dedicated Strategic Client Partnerships team to own the full subscription lifecycle across RWD, IHD Platform, and IHD Insights as a Service. The Strategic Client Director is the primary relationship owner for a named portfolio of accounts - responsible for ensuring customers realize value from their investment, identifying opportunities for expansion, and ensuring every renewal is earned well before the contract anniversary.
This is a commercially-focused role. Strategic Client Directors are measured on revenue outcomes - not delivery metrics. When product or delivery issues arise, they coordinate the right internal teams and follow through. They do not absorb execution.
Responsibilities WHAT YOU WILL OWN Drive retention and growth. Maintain positive net revenue retention across a named portfolio of RWD, IHD Platform, and IHD IaaS accounts. Partner with Sales, Pre-Sales Solutioning, and Consulting to identify whitespace and convert expansion opportunities.
Ensure value realization. Understand each client's priorities, use cases, and definition of success. Lead structured quarterly business reviews that translate data usage into clear ROI narratives - so customers can always articulate what Norstella RWD delivers for their business.
Own the client relationship. Build and maintain relationships with decision makers, influencers, and end users across each account. Be the face of Norstella RWD for your portfolio - proactively engaging throughout the contract year, not just at renewal.
Identify expansion opportunities. Surface upsell signals - additional data modules, seat expansions, new use cases, and adjacent Norstella products - and route them to Sales and Pre-Sales Solutioning with enough context to convert. Maintain an active expansion pipeline.
Monitor and act on account health. Proactively review leading indicators of account health to identify risk before it becomes a support issue. Define and lead risk mitigation plans in partnership with the VP and internal teams.
Coordinate, not absorb. Act as the internal advocate for your clients - routing product issues to LinQ Support, delivery concerns to Engagement Management, and consulting needs to the Consulting team. Follow through to resolution without owning the execution.
Feed the commercial loop. Provide consistent, structured feedback to Sales, Pre-Sales Solutioning, and Consulting when expansion or new use case signals emerge from your accounts.
Prepare accounts for renewal. Ensure the renewal decision is made well before the contract anniversary. Partner with the Renewal Operations Specialist to deliver a smooth, on-time contracting process.
Commercial KPIs HOW SUCCESS IS MEASURED KPI Definition Net Revenue Retention Primary health metric across the assigned account portfolio.
Expansion ARR New revenue generated from upsells, cross-sells, and seat expansions within existing accounts.
Gross Renewal Rate Percentage of ARR renewed on time and at or above contract value.
Clear Ownership Boundaries COORDINATE AND ESCALATE - DON'T ABSORB EXECUTION Area Ownership Product & Support Issues Route to LinQ Support. Follow up, don't resolve.
New Implementation Work Route to Engagement Management and Delivery.
Consulting Engagements Identify the need and connect the teams. Consulting owns scoping and delivery.
Renewal Contracting Partner with the Renewal Operations Specialist, who owns the paperwork end-to-end.
Essential Requirements - 5+ years in account management or client partnership roles, ideally within life sciences data, healthcare, or biopharma
- Demonstrated experience managing senior client relationships and driving commercial outcomes (NRR, expansion, renewals)
- Deep understanding of real world data, healthcare data, or adjacent life-sciences data products
- Ability to translate complex data products into clear customer value narratives
- Experience running QBRs or structured partnership reviews with executive stakeholders
- Strong cross-functional collaborator - comfortable working with Sales, Delivery, Product, and Consulting without owning their work
- Highly organized, able to manage a portfolio of accounts simultaneously without dropping threads
- Excellent communicator with strong executive presence
Nice to Have - Familiarity with RWD, IHD Platform, or IHD Insights as a Service specifically
- Experience in a post-sale role that explicitly separated commercial ownership from delivery execution
- Familiarity with Salesforce or equivalent CRM for pipeline and renewal tracking
- Background in biopharma market access, HEOR, or outcomes research
Guiding Principles at Norstella: - 01: Bold, Passionate, and Mission-First
- 02: Integrity, Truth, and Reality
- 03: Kindness, Empathy, and Grace
- 04: Resilience, Mettle, and Perseverance
- 05: Humility, Gratitude, and Learning
Please Note - All candidates must be authorized to work in the United States. We do not provide visa sponsorship or transfers. We are not currently accepting candidates who are on an OPT visa.
Benefits: - Medical and Prescription Drug Benefits
- Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)
- Dental & Vision Benefits
- Basic Life and AD&D Benefits
- 401k Retirement Plan with Company Match
- Company Paid Short & Long-Term Disability
- Paid Parental Leave
- Paid Time Off & Company Holidays
