Client Success Renewals Specialist

Client Success Renewals Specialist

Company: MMIT Location: Remote, United States

About Norstella:

Norstella is a premier global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives. Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:

• Accelerate the drug development cycle
• Assess competition and bring the right drugs to market
• Make data driven commercial and financial decisions
• Match and recruit patients for clinical trials
• Identify and address barriers to therapies

Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella's investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.

The Role:

The Client Success Renewals Specialist works in collaboration with the Client Success Operations Manager and Client Success team members in the overall responsibility for MMIT client contract onboarding, adoption, and renewals with the aim of client retention. The CSR 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 CSR 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.

Responsibilities:

Renewals Management:

• Manage Digital Segment client contract renewals occurring on a yearly or multi year basis
• Responsible to contract terms review/changes, documentation in Salesforce, partnering with client team, and client communication surrounding the renewal through signature
• Partner with and assist Client Success Managers with segment specific contract renewals throughout the renewal cycle
• Document and report to leadership renewal progress throughout the renewal cycle

Client Support and Data Management:

• Lead Digital Segment clients through onboarding and adoption of licensed solutions
• Support client 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 CS dashboards and reports
• Effective collaboration with internal and external stakeholders

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 client (i.e. add or remove drugs from client market baskets)
• Partner with CSM through weekly touchpoints reviewing key account metrics and deliverables
• Provide insight to operational efficiency and process improvements aligned with enhancements to overall process and the customer experience

Qualifications:

• 1-3+ years experience in life sciences

• 2-4 years experience in customer support or client management

• Previous experience reviewing legal documents/contracts

• Ability to work independently and drive projects from start to finish in a fast paced environment

• Highly collaborative, team oriented, and comfortable leading cross-functional projects

• Excellent writing and communication skills for both internal and external audiences

• Passion for continual learning and highly motivated

• 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

Our Guiding Principles for Success at Norstella:

01: Bold, Passionate, and Mission-First

02: Integrity, Truth, and Reality

03: Kindness, Empathy, and Grace

04: Resilience, Mettle, and Perseverance

05: Humility, Gratitude, and Learning

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

The expected base salary for this position ranges from $70,000 to $90,000. 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.

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.

All legitimate roles with Norstella will be posted on Norstella's job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address:

[email protected]