Senior Client Success Manager

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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:

• Are you hungry to learn? Are you committed to ending each day knowing that you have done your best? Do you want to delight your clients at every stage of the customer journey? Are you passionate about giving it your all? If you answered yes to all of the above, we'd love to talk! Sermo is in search of a Senior Client Success Manager with a strong digital and pharmaceutical background to manage the post-sale relationship with Tier 1, 2 and 3 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 Senior Client Success Manager 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 other members of the team to accomplish aggressive goals that will keep Sermo growing, innovating and staying at the forefront of our industry.

Responsibilities:

• Manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests, deliverables and escalations
• Establish consultative and trusted relationships with clients through proactive communications, issue remediation and performance measurement
• Ensure we consistently delight our clients while always delivering on client-expected value and achieving 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
• 6+ 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
• 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