Client Success – Healthcare Renewals Specialist
Company: MMIT
Location: Remote, United States
Date Posted:
Employment Type: Full Time
Job ID: R-1119
Share:
Description
About MMIT:
Why MMIT? At 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 prescription—answering 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.
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 prescription—answering 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 providers—Evaluate, Citeline, Panalgo and The Dedham Group—to launch Norstella, which aims to deliver must-have answers for critical strategic and commercial decision-making along the entire drug development journey.
The Role:
The Client Success – Healthcare Renewals Specialist (CSHR) – Renewal Specialist works in collaboration with the Client Success Leadership and Client Success team members in the overall responsibility for MMIT client contract onboarding, adoption, and renewals with the aim of client retention, with priority emphasis on MMIT’s Healthcare customer segment. The CSHR 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 CSHR 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.
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
Territory Management
• Successfully lead assigned clients through customer journey; onboarding, adoption, value realization, advocacy, and retention 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
• 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/Ds 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/Ds 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
Qualifications:
• 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
Travel: up to 10%
Our Guiding Principles for success at Norstella:
01: Bold, Passionate, and Mission-First
02: Integrity, Truth, and Reality
03: Kindness, Empathy, and Grace
04: Resilience, Mettle, and Perseverance
05: Humility, Gratitude, and Learning
Benefits:
• Medical 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 Holidays
The expected base salary for this position ranges from $70,000 to $80,000. 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.
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.
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].
Share:
