Norstella
Client Success Manager
Company: MMIT
Location: Remote, United States
Employment Type: Full Time
Description About 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.
In 2022, MMIT joined forces with other market‑leading pharmaceutical‑solutions providers—Evaluate, Citeline, PanalgoandThe Dedham Group—to launchNorstella, 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 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 across multiple brands and Market Access functions. 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.
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.
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 with deep understanding of payer trends, Payer, PBM, and IDN organization structures and offerings.
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, 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.
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
Salary & Additional Compensation The expected base salary for this position ranges from $120,000 to $150,000. 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.
Equal Opportunity Statement 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.
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Location: Remote, United States
Employment Type: Full Time
Description About 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.
In 2022, MMIT joined forces with other market‑leading pharmaceutical‑solutions providers—Evaluate, Citeline, PanalgoandThe Dedham Group—to launchNorstella, 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 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 across multiple brands and Market Access functions. 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.
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.
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 with deep understanding of payer trends, Payer, PBM, and IDN organization structures and offerings.
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, 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.
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
Salary & Additional Compensation The expected base salary for this position ranges from $120,000 to $150,000. 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.
Equal Opportunity Statement 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.
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