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Client Care Associate

Location: Remote, India

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About Norstella 

Norstella unites five market-leading companies with a shared goal of improving patients’ access to life saving therapies. Each organization (Citeline, Evaluate, MMIT, Panalgo, & The Dedham Group) delivers vital insights for critical clinical and commercial decision-making. Together, we help our clients:
  • Accelerate the drug development cycle
  • Optimize pipeline portfolios
  • Identify and reduce barriers to patient access
  • Transform data-driven decision-making
  • Drive adoption of innovative therapies
By combining the efforts of each organization, we offer a breadth of expertise, innovative data solutions and expert advisory services alongside advanced technologies, real-world data, machine learning and predictive analytics.
MMIT, a Norstella company, believes that patients who need lifesaving treatments should not face delays because of the barriers to accessing therapies. As the leading provider of market access data, analytics and insights, our expert teams of pharmacists, clinicians, data specialists and market researchers provide clarity and confidence so that our clients can make better decisions.

Job description

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 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.

Key duties and responsibilities


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

Key requirements 

  •  Previous experience working with data
  • Previous experience in a customer facing role
  • High School Diploma or equivalency
  • Ability to communicate in an appropriate and positive manner
  • Proactivity to seek knowledge
  • Excellent written and verbal communication skills including articulating ideas and information
  • Ability to collaborate effectively with all levels including various levels of management, teams and clients
  • Familiarity with JIRA and, MS software programs
  • Knowledge of the values and practices that align with customer needs and satisfaction and ability to leverage this information to create customized customer solutions.


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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.
Norstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.  

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