Customer Success Manager - Content Enablement Platforms

About the role

Novartis is building a new content platform product team within its Marketing Platforms business unit to support the end-to-end content journey for international, regional and country teams, covering commercial, medical, value and access activities. The Customer Success Manager drives adoption, training and change execution of these platforms in their region, acting as the main link between global teams and country users. The position is hybrid, based in Hyderabad.

Key responsibilities

• Drive adoption and value realization of Content Platforms across assigned regional markets
• Identify adoption barriers and resolve or escalate issues affecting platform use
• Align platform capabilities with local and regional business needs
• Design and deliver regional training programmes in live and virtual formats, adapted to local requirements
• Execute regional change management plans and conduct change impact assessments
• Lead communication and engagement during platform enhancements and releases, and coordinate rollouts
• Build relationships with regional business teams, market users and platform leads

Required profile

• Bachelor's degree; advanced degree in Business, Technology or a related field preferred
• Minimum 6+ years of experience in Change Management and Training Management, ideally in a product-focused environment
• Fluency in a second language (Spanish, Portuguese, German, French, Japanese or Italian) is mandatory
• Experience designing and delivering training for diverse audiences and working with distributed teams across regions and time zones
• Willingness to support overlap with EMEA, LATAM and APAC time zones

Required skills

• Excellent written and verbal communication in English
• Proven training design and delivery experience
• Stakeholder management, organization, problem solving and decision-making in fast-paced situations
• Desirable: experience with digital transformation, platform enablement, and platforms such as Wrike, Monday.com, ScreenDragon, Aprimo, Veeva, Activator, Shaman, Veeva CRM, Salesforce Marketing Cloud
• Desirable: pharmaceutical or healthcare exposure, change management certification (e.g. Prosci, ADKAR)