Client Success Director

Norstella Client Success Director Phoenix, Arizona Apply Now

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.

Is this the role you are looking for If so read on for more details, and make sure to apply today.

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

MMIT's Client Success team has the overall responsibility for the retention and growth of MMIT’s Market Access customers.

This position will focus primarily on MMIT’s largest Enterprise customer base and 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 Client Success Director (CSD) is directly responsible for driving client outcomes and building long-term relationships that result in positive retention and growth of the Enterprise client segment.

Key Responsibilities

• Retention & Growth
• Maintain positive net revenue retention across named clients in MMIT’s Enterprise 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.

CSDs 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.

• 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.
• 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.

Qualifications

• Bachelor's degree in marketing / business or related discipline.
• 8+ years’ experience in account management and / or leading client relationships.
• Market Access domain expertise.
• 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.
• Able to orchestrate, lead and influence stakeholders to drive decisions collaboratively.
• Superior analytical, quantitative, and conceptual thinking skills and strong interpersonal and communication skills.
• Is highly empathetic, has 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.

Travel

Occasional travel to client sites and on-site at MMIT headquarters in Yardley, PA. Up to 25% travel required.

The guiding principles for success at Norstella :

• Integrity, Truth, Reality
• Kindness, Empathy, Grace
• Resilience, Mettle, Perseverance

Medical and Prescription Drug Benefits

Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA)

Basic Life and AD&D Benefits

401k Retirement Plan with Company Match

Company Paid Short & Long-Term Disability

Education Reimbursement

Paid Time Off & Company Holidays

The expected base salary for this position ranges from $160,000 to $180,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained.

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, 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.

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