Job Description
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.
Key Responsibilities
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)