About WebMD Care Directories:
WebMD Care Directories is the leading physician directory connecting patients with health care providers.  The WebMD Care team sells featured listings that allow healthcare professionals to detail their experience, distinguish themselves from their competitors, and include prominent placement in search results.  Our commitment to excellence in customer service is paramount, and we are seeking a Client Success Manager to lead our team in delivering exceptional support to our clients.

 

Position Overview:
The Client Success Manager will be responsible for training, coaching, and developing a team of eight Account Managers to achieve individual and collective targets.  The Account Management team handles customer onboarding, client support, and retention. This role requires collaboration with executive leadership and product management teams to ensure the customer's voice is integrated into product planning. The ideal candidate will possess strong leadership skills, a commitment to accountability, and a proactive approach to problem-solving. Client Success Manager reports to the Director of Operations.  

 

Core Responsibilities:
- Team Development: Train, coach, and develop a team of Account Managers to meet and exceed individual and collective performance targets.  Manage quality assurance program for calls and physician profiles, and coach team members accordingly.  
- Customer Advocacy: Collaborate with executive leadership and product management to represent the customer voice in product planning and enhancements.
- Performance Tracking: Set and monitor customer service targets for the team, ensuring alignment with organizational goals.
- Reporting: Provide weekly KPI reporting and prepare monthly, quarterly, and annual forecasts on client satisfaction and churn rates.
- Cross-Functional Collaboration: Work closely with sales, marketing, business development, and product management teams to identify and facilitate new opportunities for tools and process improvements.
- Team Structure and Development: Build an effective team structure, identify leadership potential, and support career development initiatives to enhance team capabilities.   
- Process Improvement: Facilitate the implementation of new processes, tools, training, and methodologies to ensure the success of the customer service program.

 

Must Haves Qualities:
- Leadership: Ability to inspire and motivate a team towards achieving goals.
- Accountability: Take ownership of team performance and outcomes.
- Awareness: Maintain a keen understanding of industry trends and customer needs.
- Balance: Effectively manage competing priorities and maintain a healthy work-life balance for the team.
- Discipline: Uphold high standards of performance and professionalism.
- Responsibility: Demonstrate reliability and dependability in all aspects of the role.
- Motivation: Foster a positive and motivating environment for team members.
- Consistency: Ensure consistent application of policies and procedures.
- Organization: Maintain organized workflows and documentation.
- Honesty: Build trust through transparency and integrity.
- Problem-Solving: Approach challenges with a solution-oriented mindset.
- Positive Attitude: Cultivate a positive work environment that encourages collaboration.
- Time Management: Prioritize tasks effectively to meet deadlines.
- Proactiveness: Anticipate customer needs and act accordingly.
- Communication: Exhibit strong verbal and written communication skills.
- Trustworthiness: Build and maintain trust with clients and team members.

 

Qualifications:
- Bachelor’s degree
- Proven experience in a client support or account management role, preferably in the healthcare or technology sector.
- Strong leadership and team management skills.
- Excellent analytical and reporting capabilities.
- Proficient in Salesforce CRM software and Google Suites.
- Basic knowledge of digital marketing is a plus

 

Why Join Us?
At WebMD Care Directories, we value our employees and offer a dynamic work environment that fosters growth and development. Join us in making a difference in the healthcare industry by providing exceptional support to our clients.

At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $70k and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.
 
About Internet Brands:
Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.
 
Internet Brands and its wholly owned affiliates are an equal opportunity employer.  Internet Brands will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).

 

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