Client Success Associate

Medscape, a division of WebMD, is seeking a Client Success Associate to build and maintain strong post-sale customer satisfaction. This role involves acting as the day-to-day lead for assigned accounts, ensuring timely and successful delivery of solutions, and collaborating with internal teams. The ideal candidate is highly organized, manages multiple priorities, thrives in a deadline-driven environment, and possesses strong communication skills.

Must Have

• Build and maintain strong client relationships, including onsite presence as needed
• Support overall client satisfaction by providing the highest caliber customer-service experience
• Partner with Sales to help meet client and internal goals and improve overall business performance
• Manage day-to-day partnership and collaboration with all departments from sale to execution and launch
• Collaborate with internal teams including Project Managers throughout the development lifecycle
• Support regular client-facing communications and adhering to client communication standards
• Ensure the timely and successful delivery of Medscape solutions in collaboration with customer needs and objectives
• Learn and exhibit a thorough understanding of Medscape process to achieve optimum efficiency and speed to market
• Demonstrate comprehensive understanding of revenue delivery and supporting overall team revenue goals
• Client travel as required
• Minimum of 1-2 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

Good to Have

• Experience in pharmaceutical/HCP advertising, or healthcare, or medical/legal/regulatory review process
• Familiarity with HCP-based clients including MLR process
• Understanding of digital advertising
• Ability to thrive in a fast-paced, collaborative environment

Perks & Benefits

• 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)

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 Organization. You will be responsible for building and maintaining strong post-sale/execution customer satisfaction, 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 extremely organized individual, have the ability to manage multiple priorities, excel in a deadline-driven environment, and have strong communication skills with the ability to pivot.

Responsibilities:

• Build and maintain strong client relationships, including onsite presence as needed
• Support overall client satisfaction by providing the highest caliber customer-service experience
• Partner with Sales to help meet client and internal goals and improve overall business performance
• Manage day-to-day partnership and collaboration with all departments from sale to execution and launch
• Collaborate with internal teams including Project Managers throughout the development lifecycle to ensure overall project health, including asset review, internal kick off meetings, Client reviews, quality checks, etc.
• Support regular client-facing communications and adhering to client communication standards by preparing and distributing kick off materials, client status reports, contact reports, MLR meetings and follow ups, etc.
• Ensure the timely and successful delivery of Medscape solutions in collaboration with customer needs and objectives
• Learn and exhibit a thorough understanding of Medscape process to achieve optimum efficiency and speed to market
• Demonstrate comprehensive understanding of revenue delivery and supporting overall team revenue goals
• Client travel as required

Requirements:

• Bachelor’s degree preferred or will consider related experience.
• Minimum of 1-2 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: $58,500-65,000. This position is also eligible for a discretionary company bonus, based upon business results.

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.