Client Care 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 guiding principles for success at Norstella:

01: Bold, Passionate, Mission-First 

We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.

02: Integrity, Truth, Reality

We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.

03: Kindness, Empathy, Grace

We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.

04: Resilience, Mettle, Perseverance

We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.

05: Humility, Gratitude, Learning

We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.

Team Overview

The Client Care team delivers exceptional front-line support to our clients. Our critical mission is to support clients after the projects go live. We support each client to realize business value through our partnership as well as ensure optimal success toward client contract renewal and expansion of client relationships with MMIT.

The Role

The Client Care Associate is the first touch-point for all post-project client questions, issues and tasks. They are responsible for the triaging of complex issues. You will help to optimize the Resolution Desk proves to drive efficient, accurate and professional responses to questions and issues.

How You’ll Succeed

In this role as a Client Care Associate, you will:

• Manage client support requests post-implementation, including account maintenance and data verification
• Conduct thorough research, utilizing all available resources to determine root cause of issues, recommend solutions, and answer questions
• Convey outcomes clearly and professionally to clients through written and verbal communication
• Triage complex issues to higher level support teams
• Develop understanding of product capabilities
• Adhere to process workflows, SLA's, and escalation protocols
• Ensure business practices and deliverables meet the needs of our clients and that client experience remains high
• Perform standard product configuration tasks post-implementation