Client Success Manager

Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Job Summary:

Medscape, a division of WebMD, is the leading online destination for physicians and healthcare professionals worldwide. Medscape develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

We’re looking for an experienced and motivated client services professional to join our Client Success team. You will be responsible for building and maintaining strong customer relationships, acting as the day-to-day lead on assigned accounts, and ensuring the timely and successful delivery of our solutions according to customer needs and objectives. 

This job is for you if you are an organized individual, have the ability to manage multiple priorities, excel in a deadline-driven environment, and have strong communication and persuasion skills with the ability to pivot.

Responsibilities

• Foster and nurture strong client relationships 

• Support overall client satisfaction by providing the highest caliber customer-service experience

• Ensure the timely and successful delivery of Medscape solutions in collaboration with client needs and objectives

• Partner with Sales to help meet client objectives and drive internal goals, enhancing overall business performance

• Manage day-to-day partnership and collaboration with all departments from sale to execution and launch ensuring project health, timely reviews, and quality checks that meet client expectations

• Maintain clear, consistent communication with clients, preparing and distributing key materials such as kick-off documents, status reports, contact reports, and follow-up communication, in accordance with client standards

• Continuously learn and deepen the understanding of Medscape’s processes and products to maximize efficiency and speed to market, ensuring a smooth client experience

• Demonstrate understanding of revenue delivery and supporting overall team revenue goals

• Travel to client locations as needed to strengthen relationships and support project success

Requirements:

• Bachelor’s degree preferred or will consider related experience

• Minimum of 3-4 years of experience with a combination of digital, agency and healthcare experience

• Minimum of 1-2 years of experience in Account Management or Client Service

Preferred Qualifications:

• Experience in pharmaceutical/HCP advertising, or healthcare, or medical/legal/regulatory review process strongly desired; equivalent experience in a highly regulated industry may substitute

• Familiarity with HCP-based clients including MLR process

• Understanding of digital advertising

• Ability to thrive in a fast-paced, collaborative environment

Salary range: $70,000 - $80,000

Bonus Eligible: This position is also eligible for a discretionary company bonus, based upon business results.

Benefits: Employees in this position are eligible to participate in the company sponsored benefit programs, including the following within the first 12 months of employment:

• Health Insurance (medical, dental, and vision coverage)
• Paid Time Off (including vacation, sick leave, and flexible holiday days)
• 401(k) Retirement Plan with employer matching
• Life and Disability Insurance
• Employee Assistance Program (EAP)
• Commuter and/or Transit Benefits (if applicable)

Eligibility for specific benefits may vary based on job classification, schedule (e.g., full-time vs. part-time), work location and length of employment.