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Client Success Associate - Renewal Specialist

Company: MMIT
Location: United States
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Description

About MMIT
MMIT’s mission is to smooth access to therapy. We believe that drug access is really complicated and when not fully understood, can create significant disruption to healthcare. By bringing transparency to all stakeholders, we can accelerate access to therapy and make healthcare work better. As the market leader, we are growing fast across the markets we serve that include pharma manufacturers, payers, PBMs, healthcare IT organizations and providers. Our solutions are designed to manage an ever-changing proprietary set of pharmacy and medical benefit information and to provide a structured view of complex drug access information. By embedding our data and SaaS applications across healthcare, we help to ensure transparency, consistency and confident decision making. 
 
The Position
The Client Success Associate (CSA) – Renewal Specialist works in collaboration with the Client Success Operations Manager and Client Success team members in the overall responsibility for MMIT client contract onboarding, adoption, and renewals with the aim of client retention.  The CSA will support the Client Success team in key client success initiatives and tactics essential for clients to realize deep value from an ongoing MMIT partnership.  The CSA will leverage their product and contractual knowledge, attention to detail, and highly responsive mindset to deliver on key initiatives aimed at supporting MMIT’s clients. 
 
Key Responsibilities
 
Renewals Management
  • Manage Digital Segment client contract renewals occurring on a yearly or multi year basis
  • Responsible to contract terms review/changes, documentation in Salesforce, partnering with client team, and client communication surrounding the renewal through signature
  • Partner with and assist Client Success Managers with segment specific contract renewals throughout the renewal cycle
  • Document and report to leadership renewal progress throughout the renewal cycle
Client Support and Data Management
  • Lead Digital Segment clients through onboarding and adoption of licensed solutions
  • Support client with the submission, monitoring, and ensuring resolution of Customer Support and Data Verification tickets
  • Escalate urgent client issues using MMIT Client Escalation Pathway
  • Collaborate with internal partners to address client questions required for completion of requests
  • Prepare standard data extracts from MMIT applications as needed
  • Collaborate with Sales Operations to maintain CS dashboards and reports
  • Effective collaboration with internal and external stakeholders
 
Account Planning & Strategy Support
  • Generate and summarize client data to support internal account health and planning discussions
  • Create client facing engagement reports (utilization metrics, engagement summary, etc.)
  • Prepare engagement summary metrics for client meeting and Executive Business Reviews
General Client Success Support
  • Collaborate with CSM to prepare content for client deliverables and presentations aligning with the client business portfolio and goal alignment (kick-off meetings, partnership reviews, training presentations, etc.)
  • Fill in for CSM on client support inquiries or projects as needed (CSM back-up for out of office, travel, conflict, etc.)
  • Review client facing deliverables and configuration settings to ensure alignment with client needs
  • Regularly review and maintain client user lists and access to MMIT solutions
  • Coordinate maintenance of client application settings and prepare communication to update client (i.e. add or remove drugs from client market baskets)
  • Partner with CSM through weekly touchpoints reviewing key account metrics and deliverables
  • Provide insight to operational efficiency and process improvements aligned with enhancements to overall process and the customer experience
Ideal Experience & Skills:
  • 1-3+ years experience in life sciences  
  • 2-4 years experience in customer support or client management 
  • Previous experience reviewing legal documents/contracts 
  • Ability to work independently and drive projects from start to finish in a fast paced environment 
  • Highly collaborative, team oriented, and comfortable leading cross-functional projects
  • Excellent writing and communication skills for both internal and external audiences
  • Passion for continual learning and highly motivated 
  • Strong empathy for customers AND passion for retention and growth 
  • Analytical and process-oriented mindset 
  • Highly detailed oriented 
  • Demonstrated desire for continuous learning and improvement
  • Bachelor's degree in marketing/business or life sciences
 
Travel:
Occasional travel to client sites. Up to 10%.

The guiding principles for success at Norstella:

01: Bold, Passionate, Mission-First 

We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.

02: Integrity, Truth, Reality

We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.

03: Kindness, Empathy, Grace

We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.

04: Resilience, Mettle, Perseverance

We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.

05: Humility, Gratitude, Learning

We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.

Benefits:

  • Medical and prescription drug benefits
  • Health savings accounts or flexible spending accounts
  • Dental plans and vision benefits
  • Basic life and AD&D Benefits
  • 401k retirement plan
  • Short- and Long-Term Disability
  • Education benefits
  • Paid parental leave
  • Paid time off

The expected base salary for this position ranges from $80,000 to $90,000. It is not typical to be offered at the top of the budget. 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.

MMIT 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. MMIT 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 opportunity 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.

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