Description About Norstella Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives. Norstella unites market-leading brands
- Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:
• Accelerate the drug development cycle
• Assess competition and bring the right drugs to market
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs. Job Summary The CRM Support Specialist serves as the primary point of contact for end users seeking assistance with the organization's Salesforce platform. This role is responsible for delivering timely, accurate, and high-quality support across a range of day-to-day Salesforce needs — including user administration, access management, and issue resolution. This is not a configuration or development role; the CRM Support Specialist focuses on operational support. Responsibilities User Administration & Access Management
• Create and provision new Salesforce user accounts in accordance with established onboarding procedures and role requirements.
• Deactivate user accounts promptly upon employee offboarding or access revocation requests, following defined security protocols.
• Assign and manage user profiles, roles, permission sets, and permission set groups based on business need and the principle of least privilege.
• Respond to access-related requests from managers and HR, ensuring appropriate approvals are obtained and documented.
• Conduct periodic access reviews and reconcile user lists against HR records to ensure accuracy. End User Support & Troubleshooting
• Serve as the first point of contact (Tier 1/Tier 2) for Salesforce-related issues submitted via ticketing system.
• Diagnose and resolve common user issues including login problems, page layout confusion, field visibility, record access, and data entry errors.
• Escalate complex technical issues or configuration-related defects to the Tier 3 support or the development team with clear documentation.




• Provide guidance to users on Salesforce navigation, features, and best practices.
• Maintain and update a knowledge base with solutions to recurring issues and FAQs.
• Track and manage support tickets through to resolution, ensuring timely follow-up and user satisfaction.
• Build custom report types to support cross-object reporting needs identified by end users. Data Quality & Hygiene
• Assist users with bulk data operations such as mass updates, data imports, and deduplication using standard Salesforce tools.
• Support data cleanup initiatives. Collaboration & Documentation
• Work cross-functionally with Sales, Marketing, Operations, and other departments to understand support needs.
• Document recurring user issues, support procedures, and resolutions in a shared knowledge repository.
• Participate in user acceptance testing (UAT) for new Salesforce features or releases as needed.
• Communicate proactively with users regarding planned maintenance, known issues, and resolution timelines. Requirements 1
- 3 years of experience working with Salesforce in a support, operations, or administrative capacity.
• Working knowledge of Salesforce core objects (Leads, Contacts, Accounts, Opportunities, Cases) and navigation.
• Experience with Salesforce user management including profiles, roles, permission sets, and sharing rules.
• Ability to build Salesforce reports and dashboards from scratch.
• Strong written and verbal communication skills with a customer-service orientation.
• Highly organized with the ability to manage multiple open tickets and requests simultaneously.
• Proficiency with a ticketing/help desk system (e.g. Salesforce cases, Jira, ServiceNow, or similar). Preferred
• Salesforce Certified Administrator (ADM 201) certification.
• Familiarity with Salesforce Lightning Experience.
• Exposure to Salesforce Health Check, login history, and audit trail tools.
• Prior experience supporting a Salesforce org with 100+ users. CORE COMPETENCIES
• Customer Focus — Puts users first; responds with empathy and urgency.
• Attention to Detail — Accurately manages access controls and report logic with minimal errors.
• Problem-Solving — Methodically diagnoses issues and identifies root causes.
• Communication — Translates technical topics into plain language for non-technical users.
• Accountability — Owns tickets through resolution and follows through on commitments.
• Adaptability — Comfortable working in a fast-paced environment with shifting priorities. SCOPE & LIMITATIONS This role does not include responsibility for Salesforce configuration, customization,



or development activities. Changes to page layouts, flows, validation rules, custom objects, integrations, or code deployments are outside the scope of this position and are owned by the Salesforce Administrator and/or development team. The CRM Support Specialist is expected to identify when requests fall outside their scope and route them to the appropriate resource. Benefits
• Health Insurance
• Provident Fund
• Life Insurance
• Reimbursement of Certification Expenses
• Gratuity
• 24x7 Health Desk Our guiding principles for success at Norstella 01: Bold, Passionate, Mission-First 02: Integrity, Truth, Reality 03: Kindness, Empathy, Grace 04: Resilience, Mettle, Perseverance 05: Humility, Gratitude, Learning 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 chance 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. All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address:[email protected]. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 CRM Support Specialist (India)
🏢 Norstella
📍 India