Client Success Associate

#LI-Remote

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.

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 Client Success Associate (CSA) works in collaboration with the Client Success Operations Manager and Client Success team members in the overall responsibility for MMIT client loyalty and retention. The CSA 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 CSA 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.

Digital Segment Support

• Lead Implementation and Onboarding activities for Digital Segment customers as their main point of contact for Kick Off Meetings, Third Party Access support, and MMIT platform overviews
• Assist with and create/update client templates and communication triggers based on the customer journey
• Execute customer surveys and feedback management loops
• Monitor and assess customer account health, and create action plans where needed in partnership with the account team
• Monitor MMIT platform utilization and evaluate for account risk mitigation
• Manage client contract renewals; responsible for contract terms review/changes, documentation in Salesforce, partnering with client team, and client communication surrounding the renewal through signature
• Conduct leadership analysis and reporting

Client Support and Data Management

• Support client and CSM 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 CSM dashboards and reports
• Effective collaboration with internal and external stakeholders
• Partner with and assist Client Success Managers with segment specific contract renewals throughout the renewal cycle

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 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 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 clie