Senior Client Success Manager

Client Services Remote - Eastern US United States


Description

Everyday Health Group (EHG) is a recognized leader in patient and provider education and services attracting an engaged audience of over 74 million health consumers and over 890,000 U.S. practicing physicians and clinicians. Our mission is to drive better clinical and health outcomes through decision-making informed by highly relevant information, data, and analytics. We empower healthcare providers, consumers, and payers with trusted content and services delivered through Everyday Health Group’s world-class brands.

The Opportunity

Everyday Health Pregnancy & Parenting division (BabyCenter and What to Expect) the world’s best-known pregnancy and parenting brands, is looking for a Senior Client Success Manager to join our fast-paced team.  In this Player/Coach role, the Senior Client Manager will manage a portfolio of key strategic accounts well as lead a team of Client Success Managers.  As the team lead, you will be a hands-on Manager and provide strategic direction and management to support seamless campaign execution and business retention while also identifying opportunities for growth.

In addition to working with and learning from some of the most sophisticated marketers and brand names in the industry, you’ll have the added benefit of knowing that your work improves the health and happiness of millions of families in the pregnancy and parenting journey around the world!

Key Responsibilities

  • Manage a small team of Client Success Managers who oversee the day-to-day pre-sale and post-sale routines of the business including seamless execution and delivery of all campaigns.
  • Collaborate with sales and sales marketing in the development of sales proposals, delivering compelling and valuable opportunities to our partners.
  • Partner with business operations in building effective proposals through strategic packaging of inventory and pricing that maximize client objectives.
  • Provide direction to drive seamless execution and delivery of campaigns, ensure tracking, provide reporting and optimize campaign performance to find opportunities for growth.
  • Supervise weekly exercises around campaign delivery to provide visibility into Monthly revenue risk and full year forecasting.
  • Serve as the first point of escalation for team campaign troubleshooting, qualify needs for further escalation to Head of Revenue Operations.
  • Maintain best practices for contract hygiene including accurate billing and legal requirements are met.
  • Foster a customer-first culture, providing optimal service and ensuring client needs are not only met but exceeded.
  • Support seller & client success partnerships creating a cohesive and effective working environment.
  • Cultivate a healthy cross-department collaboration with internal stakeholders through open communication and a solutions-oriented attitude.
  • Coach your team on best practices to drive accountability and success by setting clear goals and maintaining a culture of open communication and a solutions-focused environment.
  • Prioritize career development for all team members highlighting all EHG internal programs and opportunities.

Job Qualifications

  • Results-oriented leader with 3+years of client service or account management experience, preferably in digital marketing.
  • A proven track record of building solid relationships with internal and external customers.
  • A passion for translating data into action and uncovering opportunities in the details.
  • Project management skills with the ability to influence, get buy-in and leverage internal resources across the organization and at all levels.
  • Self-motivated with the ability to multi-task and desire to learn quickly.
  • Familiarity with display advertising, custom content, direct response/performance marketing, affiliate marketing and/or lead generation.
  • Experience with GAM, G Suite, Salesforce, JIRA, Asana, Placements.io, or similar order management systems.
  • Strong proficiency in Excel and PowerPoint, as well as excellent verbal and written communication skills, are essential.
  • BA/BS degree.

Additional Responsibilities for the Senior Client Success Managers may include but are not limited to:

  • Management of CSM team members, act as the first POC for all Campaign Issues
  • Take on IO Signing authority and IO approval process
  • Assist with managing CSM account assignments
  • Conduct weekly 1:1 with your CSM team members
  • Create and cultivate weekly 3x3 and summarize for Director, Revenue Operations
  • Manage Time off requests in ADP and plan for coverage
  • Manage weekly PTG and roll up a summary of RAR for the Director, Revenue Operations
  • Assist CSM team members with EOM responsibilities

Our Culture and Values

We created our values together to guide our collective purpose and pursuits. We are collaborators and problem solvers. We empower one another to make informed decisions and to be enabled towards action. We embrace success. We recognize that innovation can spark and be born from any of us no matter our individual role or background. We encourage open mindedness and sensitivity to each other and our environment. Our personal and professional passions get ignited, nurtured and supported. We value that doing is greater than talking as the most measurable means of impact. Our collective purpose to deliver enlightened audience experiences with trusted brands is what drives the success of our business and our professional satisfaction.

Life at Everyday Health

At Everyday Health Group, a division of Ziff Davis, we work in a culture of collaboration and welcome those who desire to join our growing global community.  We believe in careers versus jobs and people versus employees.  We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.

Everyday Health offers competitive salaries in addition to robust health and wellness benefits including medical, dental, vision, life and disability benefits, Flexible Spending accounts, 401(k) with company match, an Employee Stock Purchase Plan, Pregnancy and Parental leave, Family Planning Support via Maven, Flexible Time Off, Volunteer Time Off, Fitness Reimbursement as well as employee-focused engagement and education programs, including Employee Resource Groups and company-sponsored events. If you’re seeking a dynamic, flexible work environment where you can see the direct impact of your performance, then Everyday Health is the place for you.  Everyday Health Group has employees located in 35 states as well as offices in NYC, San Francisco, Asheville, Boston, Fort Lauderdale and Denver.  This is a remote or hybrid position which may be performed anywhere in the eastern United States except within the City of New York.

Everyday Health Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.


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