Client Success Director

Norstella Client Success Director - Salt Lake City, Utah

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.

Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.

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, 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 :

• Understand 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.
• Meet regularly with clients to build relationships, review use cases and recent Market Access updates, and 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.

Account Health & Advocacy of Client :

• Review leading indicators of account health to determine risk and implement risk mitigation plans.
• Serve as an advocate for clients when partnering with internal teams.
• 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.
• Superior analytical, quantitative, and conceptual thinking skills.
• Demonstrated desire for continuous learning and improvement.

Travel

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

Guiding Principles for Success at Norstella :

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

Benefits

• Medical and Prescription Drug Benefits
• 401k Retirement Plan with Company Match
• 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, and education.

Norstella is an equal opportunity employer.

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