Client Success Analyst

Why MMIT? At MMIT (https://www.mmitnetwork.com/), we provide our healthcare clients with a transparent, structured view of complex drug coverage information. We are a company that values:

•      Collaborative teams focused on meeting goals and delivering value
•      Continuous learning and opportunity to grow

We answer the “what” and the “why” related to drug coverage and reimbursement, leveraging technology, research and industry experts to make sense of how and why specific pharmaceutical drugs are covered. Physicians and pharmacies use our data and applications to understand what drugs are available to patients and how they are covered by health plans. Pharmaceutical manufacturers trust our data to understand how their drug and competitive drugs are covered, which helps forecast performance and tune strategy.

The Position 

The Client Success Analyst (CSA) works in collaboration with the Client Success Manager in the overall responsibility for the loyalty and retention of MMIT clients. The CSA will support the CSM in key client success initiatives and tactics essential for clients to realize deep value from an MMIT partnership.  The CSA will leverage their product knowledge, attention to detail and highly responsive mindset to deliver on key initiatives aimed at supporting MMIT’s clients.  A strong partnership between the CSM and CSA will increase the productivity of MMIT’s client-facing teams. 

Client Process Management 

• Partner with Client Delivery team to coordinate the execution of internal tasks required to complete client requirements for configuration and delivery 
• 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 client (i.e. add or remove drugs from client market baskets) 
• Prepare general client update communications to share directly with client and/or provide to CSM to communicate with client (new enhancements, lives updates, etc.) 

Client Support Management 

• Support client and CSM to open Customer Support and Data Verification tickets 
• Escalate urgent client issues using MMIT Client Escalation Pathway 
• Collaborate with Client Care Advisors to address questions required for completion 
• Keep CSM and client informed on status of support tickets as needed 
• Partner with CSM to manage client expectations if customer support tickets will breach MMIT standard service timelines 
• Prepare standard data extracts from client applications as needed  

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 

Client Data Management 

• Maintain client contact information in SalesForce/Gainsight 
• Build and maintain client user and target lists  
• Collaborate with Sales Operations to maintain CSM dashboards and reports 
• Record meaningful client activity, meeting summary notes and actions plans in Gainsight 

General Client Success Support 

• Calendar and schedule client meetings, including client kick-offs, recurring check-ins and Executive Business Reviews 
• Collaborate with CSM to prepare content for client deliverables and presentations (kick-off meetings, reference guides, 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.) 
• Track remaining balances for open retainer projects for client team (i.e. Rapid Response) 

​​​​​​​Ideal Experience & Skills: 

• 1-3+ years experience in life sciences  
• 1-3 years experience in customer support or client management 
• Passion for learning and highly motivated 
• Excellent communication skills, both written and verbal 
• Strong empathy for customers AND passion for retention and growth 
• Analytical and process-oriented mindset 
• Highly detailed oriented 
• Demonstrated desire for continuous learning and improvement 

Education: Bachelor's degree in Marketing/Business or Life Sciences 

Travel: Occasional travel to regional MMIT offices.  Up to 10%

Location: Position headquartered in Yardley, PA – remote available

All of your information will be kept confidential according to EEO guidelines.

At MMIT we value our employees and the impact they make to our team. MMIT offers a variety of benefits to enhance the work life balance of our team members including comprehensive family medical benefits, paid maternity leave, parental leave,  and flexible work schedules. MMIT wants to ensure employees maintain their work life balance by providing generous paid time off policies such as unlimited vacation, volunteer time off, floating holidays, and bereavement time for eligible employees. MMIT also offers flexible spending plans, a health savings account, discounts on Dell products, and 401K. The biggest benefit of MMIT is being part of the amazing team environment.