DescriptionThe Role:MMIT'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.
Responsibilities:Retention & Growth
- Maintain 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 Cases
- Responsible 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 Client
- Actively 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.
- And other duties as assigned
Qualifications:- Bachelor'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 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
