Customer Success Specialist

Position at Everyday Health - Consumer

Everyday Health Group (EHG) is a recognized leader in patient and provider education and services attracting an engaged audience of over 82 million health consumers and over 900,000 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 professionals and consumers with trusted content and services delivered through Everyday Health Group’s world-class brands.

The Opportunity

Castle Connolly, a subsidiary of Everyday Health Group, is looking for a high-performing and driven individual to join our Account Management team to support our physician and hospital sales. The Customer Success Specialist (CSS) will be a key member and report to the Manager of Customer Success.

This position will be essential for providing outstanding customer service, help maximize revenue and exceed team targets. The CSS will be responsible for cross selling and upselling integrated packages to doctors, marketing professionals and practice managers who are part of the Castle Connolly Top Doctor database.

The CSS will collaborate with the inside sales representatives and sales leadership to deliver support that optimizes the overall team’s performance. The ideal candidate will have previously worked with physicians and/or practice managers, be well organized, self-motivated, a team player, possess extreme attention to detail and business acumen. Also, they will have the ability to work in a fast paced, everchanging and multitasking environment.

Key Responsibilities

• Manage active existing physician and physician practice accounts on a day-to-day basis
• Secure account renewals for existing business and upsell additional products and new opportunities
• Onboard and ensure prompt setup of new accounts
• Utilize CRM tools for record keeping and account information sharing
• Collaborate with other departments including research, marketing, editorial, social and ad operations
• Oversee partner operations including invoicing, renewal agreements, and other duties as assigned
• Demonstrates highest level of organizational skills and is detail oriented
• Ability to balance simultaneous projects, evaluate workload, and prioritize tasks based on impact
• Demonstrates a sense of urgency to attain and exceed desired results
• Displays excellent troubleshooting and creative problem-solving skills
• Operates in a cooperative and collaborative spirit to achieve shared goals across multiple functions
• Ability to respond and react in a timely manner to requests from peers and external customers
• Clearly communicate & set expectations, while taking ownership of deliverables and meeting deadlines

Job Qualifications

• 1-3 years of sales account management experience, ideally with previous exposure to the healthcare industry and/or healthcare providers
• Organizational skills with ability to manage multiple projects and deadlines simultaneously
• Detail-oriented with the ability to follow through on commitments and deliverables
• Professionalism, responsiveness, and a customer-first attitude in all interactions
• Strong problem-solving and troubleshooting abilities; proactive and solution-focused mindset
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment
• Excellent written and verbal skills
• Experience with sales teams, sales partners, or b2b customers
• Experience with PowerPoint, Excel & email marketing platforms
• Experience with CRM systems, Salesforce is preferred
• Bachelor’s degree