Client Experience

Evan Curcic

May 27, 2019

Evan Curcic is a client success manager at MMIT, developing market access solutions for our small-to-medium size client base. He works to onboard new clients to MMIT’s platforms and helps current clients get the most value out of MMIT’s solutions during all phases of their brand’s life cycle.

Evan Curcic is a client success manager at MMIT, developing market access solutions for our small-to-medium size client base. He works to onboard new clients to MMIT’s platforms and helps current clients get the most value out of MMIT’s solutions during all phases of their brand’s life cycle.

Q: How did you join the company?

A: When I first joined MMIT six years ago, I had a background primarily in software development and client service. Health care was just not an industry that I’d been exposed to yet, but I was a huge fan of B2B software as a service and working directly with clients. I had a friend who worked for MMIT’s top recruiting partner at the time who got me an interview and the rest is history. I’ve really enjoyed getting experience in the health care and market access industry, and I really love working in this space now.

Q: What’s your day to day like?

A: My day-to-day consists of partnership kickoff calls with new clients, therapeutic area briefs, data and lives methodology trainings, promotional project planning, consultative reporting engagement and datafeed structure and bridging overviews. My main goal is to help align our clients’ business objectives with the use of our solutions. I want them to feel confident and that they’re getting the utmost value from our engagements with them so they can do their jobs even better and be able to answer any of their market access business questions at any time.

Q: What are some of the challenges of your role?

A: Our job is not done just because we’ve sold a client our solutions. You have to give them a really positive experience off the bat, build trust, make sure they’re being heard and their needs are being met. Each account I work with has a different therapeutic area and slightly different goals they’re trying to achieve, and I’m also working with a lot clients primarily in the middle of launch, so one of my biggest challenges is making sure that I’m providing enough time for all of my clients and showing them all the same level of TLC.

Q: What are some of the larger projects you’re working on?

A: Like most companies, our large clients get a certain level of service and engagement, and rightfully so. I think what sets MMIT apart from our direct competitors in this niche is that for the past few years, we’ve really focused on trying to provide that same level of service and value to our small- and medium-sized clients as well. Just because a client may not have a massive contract with us or a huge spending budget doesn’t mean that they shouldn’t get the same level of service and attention that some other companies might only invest in their largest customers. I’ve directly had a hand in improving this process over the last few years by taking the experience I’ve gained working with our larger clients and bringing that to our small-to-medium segment with great support, collaboration and guidance from MMIT leadership.

Q: What market access trends should clients be looking out for?

A: When you’re talking about launching products, a lot of my clients are doing a ton of market research. Let’s say they’re in pre-launch mode, and they’re trying to get a good understanding of what some of the other analogs in that therapeutic area have gone through. What challenges has everyone else seen? What we’ve seen over the past few years is that things have progressively gotten a lot more restrictive. With that shift to higher utilization management out of launch, sometimes clients have to wait longer for payers and PBMs to make decisions. That’s where I believe MMIT shines, because that’s where our PAR (prior authorization and restriction) data can be very valuable. Clients are saying, ‘Hey, what are these prior authorization or step therapy challenges that other brands have faced, and are we going to see something similar?”

We’re even seeing some drastic shifts in restrictiveness year over year. Let’s say I’m launching a new product in a therapeutic area, and let’s say some of the big-name blockbuster drugs in that class were launched just four or five years ago. The restrictive climate of launch has shifted so quickly year-over-year, that even though those drugs are successful products, you may want to look at something more recent to compensate for some of those drastic yearly access climate changes.

Q: Any buzzworthy therapeutic areas to watch out for?

A: What we’re seeing happening with rare orphan disease drugs is really interesting. I’m starting to work with more manufacturers who are releasing these types of products. Unlike some other areas, payers and PBMs are making faster decisions there, so it’s interesting to watch as spending and FDA approval for those products shifts. For certain rare disease drugs that are solving a unique problem for a small population, we’re seeing them get coverage a little bit more quickly than they did five years ago, and that’s contrary to the level of restrictiveness we’re seeing in some other therapeutic areas of access.

Q: What’s your favorite part of your job?

A: Up to this point, I’ve worked with around 70 different pharma manufacturers. And through partnering with those clients, I’ve learned a ton in terms of what pharma is doing and focused on in terms of access at an aggregate level. I get a lot of satisfaction from providing insights to my clients in terms of how I’ve seen other folks do it (anonymously of course), and give them some options that let them pick and choose how they want to approach things using our solutions. I love being able to bring insight into our discussions that they find valuable and want to act on.

Q: What do you like to do outside of work?

A: I love spending time with my family, especially my wife and 2-year-old daughter. I’m also a huge live music fan and music nerd. I love sports and the outdoors as well. Any activity combining those things, I’m all about it.

by Carina Belles

Carolyn Zele

October 10, 2018

Carolyn Zele is a client success advisor at MMIT. After nearly seven years in senior leadership roles at PBM MedImpact Healthcare Systems, Inc. — where she worked with MMIT products — Zele joined MMIT as one of the first client success leads, pioneering the position in 2016. Zele described how she joined the company, how she tailors solutions for clients and the most challenging parts of her role.

Carolyn Zele is a client success advisor at MMIT. After nearly seven years in senior leadership roles at PBM MedImpact Healthcare Systems, Inc. — where she worked with MMIT products — Zele joined MMIT as one of the first client success leads, pioneering the position in 2016. Zele described how she joined the company, how she tailors solutions for clients and the most challenging parts of her role.

Q: How did you start using MMIT tools while at MedImpact?

A: It’s funny, because I was looking at [a product offered by an MMIT competitor] first, and I thought, I don’t want to just buy the first thing I see. I was running the formulary team [at MedImpact] at the time, but I wanted some competitive analysis. So I actually went to the MMIT website, filled out the little contact form and sent it in, and [Chief Product Officer] Greg [Haskins] is the one who contacted me, and it took off from there. I worked with [MMIT tools] for four years on getting Formulary Navigator ready for the PBM space, floating in all of our [MedImpact] formularies, and using the tool to publish websites. I really loved the technology and the teams that I met.

When I decided that I didn’t want to be in a senior leadership position anymore, I reached out to Greg and asked if there could be a fit [for me at MMIT]. I started out implementing payers into Formulary Navigator, and I just felt I wanted to move over to the challenge of pharmaceutical companies — who knew what I was getting into?

Q: What’s a common issue for clients?

A: Let’s say a client hires a new sales team, and there’s 15 people who think they know what MMIT is, but they’ve never used it. All the training that I provide is use case driven — so how is the end user that I’m talking to going to use and interact with our tools? That is a really important distinction, because when you do navigational training, you can train everyone [in the company] the same exact way, but they may not understand how to use it at the end of the training. A lot of the time, we’re very focused on who’s using the tool, and we want to set up meetings, trainings and demos for each [type of employee]. Sometimes we only get 15 minutes in another meeting for training. You can’t teach anybody navigation in Analytics 3 in 15 minutes, but you can show them one use case in 15 minutes.

Q: What’s the best part of your job?

A: I love solving problems. When I have clients who have a question or think there’s something they don’t like in the data, I love digging deep and helping them solve the problem. I couldn’t imagine myself in a different job at this point.

Q: What are the challenges of your role?

A: You have to be a Jack of all trades. You have to know a little bit of everything. We are a lean organization so we don’t have a lot of people you can tap, so I have to be somewhat of an expert. There’s a lot of improvisation and a lot of evaluating. You have to try to figure out what level of detail everyone you’re working with has the stomach to understand and accept. It’s about understanding who you’re talking to all the time, and being really careful about making sure that you’re still within the boundaries of the job. It’s easy to become too embedded in the client so that they depend on you too much.

Q: What’s been your biggest victory with the company so far?

A: I would say my biggest victory was Amgen. When I took Amgen, we only had one product with them at the time — one class. Over the next year, we added additional classes; now we’re getting ready to add 13 more. At one point, I found out that they were still using [a competitor’s] lives data, and they were trying to reconcile coverage and lives between the two of us. So we said to them, if we prove to you that our lives are more accurate and line up the way you need them to line up, will you switch to our lives everywhere? And they said yes, so we took on the project, and we were able to prove at the end of the day that our lives were more accurate. They started using MMIT lives across all of their brands for the pharmacy benefit, and that to me was a signature moment for MMIT.

Q: What do you like to do outside of work?

A: I’m a first time-time grandma. I have two new grandbabies — they’re twins! They’re a month old. My husband and I also travel, hike and collect wine. We won’t do much traveling until the babies are a little older. We want to stay close to home and watch them grow up!