James Norman
MA
Summary
Professional with strong background in account management and client relations specializing in biotech and life sciences. Known for strategic thinking, effective communication, and adaptability to changing needs. Skilled in driving team collaboration, maximizing revenue, and fostering client satisfaction. Reliable and results-focused, consistently delivering high-quality outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Account Director
SmartLabs, Inc.
09.2021 - 10.2024
- Managed a $150M+ client portfolio for Biotech start-up through Enterprise level clients
- Achieved a 38% NPS improvement and 83% increase in response rates by developing and refining Client Success Plans
- Developed data-driven account strategies to secure a 60% client retention and upsell rate through strategic advisory for executives and stakeholders
- Created SOPs and a Playbook for client onboarding
- Onboarded 20+ clients, bolstering client relationships, expanding the client base and receiving a 4.8/5 client satisfaction rate through targeted account strategies based on internal and client feedback
- Applied business and marketing knowledge to develop briefs and pitches for customer projects.
- Implemented creative solutions for complex client challenges, resulting in increased customer satisfaction ratings.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Built strong rapport with clients through regular check-ins, status updates, and proactive problem-solving approaches.
- Enhanced overall customer experience through consistent communication, feedback analysis, and process improvements.
- Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
- Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers.
- Conducted regular account reviews to identify areas of opportunity for upselling or cross-selling product offerings.
Manager
CORE Development and Management
12.2019 - 09.2021
- Directed operations for a 6,000+ member health and fitness facility with $150M annual revenue, increasing membership by 50%
- Achieved 'Club of the Month' distinction twice for leadership in team performance and member satisfaction and 5 CORE awards for professional excellence
- Achieved highest adoption rate of key Software as a Service platform
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Director of Life Sciences
Warner Babcock Institute for Green Chemistry
02.2009 - 08.2015
- Advanced pre-clinical programs in cancer and Parkinson’s small molecule therapeutics into phase 1 trials, securing 2 patents and advancing key milestones
- Collaborated with CROs, fostering seamless project progression from discovery to clinical phase trials
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Assisted in recruiting, hiring and training of team members.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
Education
Post-Doctoral Scholar - Joint Appointment in Pediatric Cardiology and Mechanical Engineering
Stanford University
PhD and MS - Biomedical Engineering
Boston University
BS - Biochemistry
University of Massachusetts, Boston
Skills
- Enterprise Onboarding
- Salesforce
- Customer Success Manager
- NPS
- Data Analysis & Analytics
- Growth Management
- Change Management
- Stakeholder relations
- Strategic Planning
- B2B/ B2C Sales
- Client Heath Analysis
- CRM
- Biotechnology R&D
- Communications
- MS Office
- Customer Relationship Management
- Account relationship management
- Verbal Communication
- Customer onboarding
- Sales Enablement
- Customer Segmentation
- Client Advocacy
- Verbal and written communication
- People Management
- Operations Management
- Program Management
Certification
- Applied Data Science with Python, University of Michigan
- Salesforce Sales Operations, Coursera
Timeline
Account Director
SmartLabs, Inc.
09.2021 - 10.2024
Manager
CORE Development and Management
12.2019 - 09.2021
Director of Life Sciences
Warner Babcock Institute for Green Chemistry
02.2009 - 08.2015
PhD and MS - Biomedical Engineering
Boston University
BS - Biochemistry
University of Massachusetts, Boston
Post-Doctoral Scholar - Joint Appointment in Pediatric Cardiology and Mechanical Engineering
Stanford University
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