Client Success Manager

Client Success ManagerCompany: MMIT Location: Remote, United StatesAt MMIT, we simplify the complexities of healthcare to smooth access to life saving therapies. Our collective teams achieve this through prioritizing cultivating industry leading data coupled with cutting edge technology to solve some of healthcare's most complex challenges. MMIT is regarded as a trusted go-to-market partner that identifies barriers to patient access and helps coordinate major stakeholders to move therapies from pipeline to prescriptionanswering the "what" of how payers cover therapies and the "why" behind those decisions. MMIT's product portfolio has been built by listening to our clients, and with expert teams of pharmacists, clinicians, data specialists and market researchers who provide foresight, clarity and confidence. In 2022, MMIT joined forces with other market-leading pharmaceutical-solutions providersEvaluate, Citeline, PanalgoandThe Dedham Groupto launchNorstella, which aims to deliver must-have answers for critical strategic and commercial decision-making along the entire drug development journey.The RoleMMIT's Client Success team has the overall responsibility for the retention and growth of MMIT's Market Access customers. This position will partner directly with clients to advance our joint mission to smooth patient access to therapies, by ensuring successful deployment, adoption, and utilization of MMIT's products and services. The CSM is directly responsible for driving client outcomes and building long-term relationships that result in positive retention and growth of their assigned client segment.ResponsibilitiesRetention & GrowthMaintain positive net revenue retention across named clients in their assigned client segment.Partner closely with Commercial partners (Sellers, Strategic Account Management, Business Development) on whitespace strategy and leverage existing relationships to generate leads and nurture opportunities.Earn reference status in >80% of MMIT clients.Optimize Client Use CasesResponsible for understanding client priorities, use cases, definition of success, and actions required to accelerate time to value.Build and manage day-to-day relationships with all client stakeholders (decision makers, influencers, end users, etc.) across multiple brands and Market Access functions (Insights & Analytics, Payer Marketing, Field Teams, Contracting/Rebating, etc.). CSMs are the face of MMIT and are responsible for ensuring these stakeholders understand who we are, what we do, and how we are evolving as an organization. These relationships are continuously evolving as our clients adopt new use cases across various teams, and as stakeholders transition in and out of roles.Meet regularly with clients to build relationships, review use cases and recent Market Access updates, review open projects and training plans, discuss open questions/needs/support.Provide client education, training, and strategic guidance on how to leverage MMIT's data and platforms to achieve priority use cases.Perform regular Partnership Reviews to ensure ongoing alignment on customer business/brand strategy and reflect on our partnership. Key objectives include brand strategy and pipeline updates, key personas and use cases, recent engagement and strategic initiatives, feedback on partnership, upcoming engagement to drive outcomes.Account Health & Advocacy of ClientActively review a variety of leading indicators of account health to determine risk, and are accountable for defining, implementing, and leading risk mitigation plans.Serve as an advocate and quarterback, representing the voice of the client, when partnering with internal teams (Client Services, Data Operations, Product Management, etc.).Act as the internal and external escalation point of contact for any known or emerging client issues.QualificationsBachelor's degree in marketing/business or related discipline. 5+ years' experience in account management and/or leading client relationships. Mastered client management best practices & principles. Market Access domain expertise (deep understanding of current and future payer trends; intimate knowledge of Payer, PBM, and IDN organization structures and offerings; understands nuances of channels, benefit designs, site of care; understands and appreciates contracting strategies pharmaceutical companies deploy to obtain favorable access). Understanding of common brand strategies to optimize patient access to therapies. Able to lead multiple strategic engagements at once while representing the voice of the client internally - aligns and leverages internal resources in support of client needs or issues. Able to orchestrate, lead and influence stakeholders to drive decisions collaboratively, resolving conflict and ensuring follow through with exceptional verbal and written communications. Superior analytical, quantitative, and conceptual thinking skills and strong interpersonal and communication skills. High level of empathy with a strong agility to learn and adapt, growth mindset. Demonstrated desire for continuous learning and improvement. Enthusiastic and creative thinker with the ability to inspire others.Our Guiding Principles for Success at Norstella01: Bold, Passionate, and Mission-First 02: Integrity, Truth, and Reality 03: Kindness, Empathy, and Grace 04: Resilience, Mettle, and Perseverance 05: Humility, Gratitude, and LearningBenefitsMedical 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 HolidaysThe expected base salary for this position ranges from $110,000 to $160,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus.Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.