Client Success Director
Healthcare is complicated, but it doesn’t have to be.
550+ employees, 9 countries, and 1 mission - to amplify the voice of physicians and improve global healthcare. This is where you come in. Helping unite physicians across the world to improve patient outcomes—and even save lives— is an incredible feeling. Join us!
What we’re about:
- Community: with 20+ years of tradition and innovation, our team has built the world’s largest online community of 1.3M medical professionals and a trusted network of leading industry partners - and we’re growing every day.
- Innovation: our tech-first approach to the conventional worlds of physician engagement and rapid healthcare insights powers our ability to improve workflows in unique ways.
- Collaboration: making an impact in healthcare is serious work, but that doesn’t mean we can’t have a good time while we’re at it. We laugh together, we don’t take ourselves too seriously, and we’re always trying to make our customers crack a smile.
Sermo is a global social platform for physicians that fosters impactful peer-to-peer collaboration and discussions through meaningful insights, data, and trends. It is the most trusted global platform with over 800,000 fully verified and licensed physicians across 150 countries. The platform enables doctors to anonymously talk real-world medicine, review treatment options via our proprietary Drug Ratings platform, collectively solve patient cases and earn honorarium from surveys. Through Sermo’s unique community, pharmaceutical and healthcare partners can drive physician awareness and gain deep understanding of brand perceptions to benefit the medical community at large. To learn more, visit www.sermo.com
Summary of the job:
• Sermo is in search of a Client Success Director with a strong digital and pharmaceutical background to manage the post-sale relationship with Tier 1 and 2 clients. Your book of business will span 2.8-3.5 million in revenue, where you lead onboarding, implementation and relationship management as well as ensuring overall client satisfaction. The Client Success Director will play an integral role in our business, building long-term client relationships and driving revenue growth.
- You will work closely with many parts of the organization, including sales, product, insights & analytics, and the rest of the marketing teams to accomplish aggressive goals that will keep Sermo growing, innovating and staying at the forefront of our industry. Salary is competitive and will be commensurate with experience.
Responsibilities:
- Partner with leadership to establish and optimize a best-in-class client engagement strategy to support our multi-faceted solutions
- Build strong relationships with cross-functional partners to help address internal and external challenges (help solve wicked problems)
- Inspire, encourage, and support more junior members of the team always leading by example
- Manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests, deliverables and escalations for many of Sermo’s most complex campaigns
- Establish consultative and trusted relationships with clients through proactive communications, issue remediation and performance measurement
- Ensure we consistently deliver on client-expected value and achieve desired outcomes
- Elicit and share client feedback internally to drive process improvements, prioritize platform innovation and capture market opportunity
- Forecast and track key account metrics
- Partner with Sales to identify and present opportunities for in-account revenue growth
Skills, Experience & Qualifications:
- Exceptional communication and relationship management skills built on a customer-centric philosophy
- 9+ years of experience in media, start-up and/or digital display account management
- Advanced degrees a plus
- Have prior experience working within a Customer Success/Account Management role
- Experienced in customer life-cycle management from on-boarding through implementation
- Strong analytical and problem-solving skills
- Ability to thrive in a fast-paced environment with tight deadlines
- Be a confident networker with the ability to persuade and influence stakeholders
- Have an understanding of how to utilize CRM systems in a sales cycle
Compensation & Perks
- Competitive base salary
- Bonus possibilities
- 401K match
- Unlimited PTO
- Health, dental, and vision insurance
- Fitness Reimbursements
- Commuter pre-tax benefits
- Company paid lunch
- The opportunity to revolutionize real world medicine and amplify the voice of physicians globally