Client Success Manager Jobs in Pennsylvania

Job Title: Associate Client Success Director

Location: Philadelphia, PA

Health Union powers the first and largest community-based activation and data platform, transforming healthcare by providing unparalleled support, information, and validation for millions navigating complex health conditions and their care teams. With over 125+ condition-specific online communities and 15 years of community leadership, Health Union’s authentic engagements fuel the company’s robust suite of endemic media, influencer marketing, market research, and data solutions, driving proven outcomes for patients, HCPs, and brands.

Position Overview: The Associate Client Success Director has a critical impact on the success of our business. The CS team is responsible for client service, campaign success, revenue growth, and driving Health Union’s reputation as an industry leader among our client partners.

What You Do:

• Fostering Client Relationships and Success: Serve as the main point of contact throughout the campaign life cycle
  • Manage day-to-day communication internally and externally by triaging client inquiries, ensuring timely follow-up and effective communication on campaign results
  • Help develop and/or compile program proposals and materials, RFPs, and participate in new business sales meetings.
  • Communicate regularly with clients to provide campaign updates, solve issues, and set realistic expectations; ensure all of their needs are understood and addressed
  • Create and maintain client campaign documentation and deliverables
  • Foster strong client relationships to maintain current business and influence incremental / renewal dollars
• Collaborating Internally: Support the internal delivery team to ensure a broad understanding of the client’s business, goals, and point of view to meet and exceed revenue goals
  • Plan and lead internal team meetings (i.e., kickoffs, weekly statuses, performance reviews, etc.) and ensure clarity and productivity (setting meeting agendas, logging notes, etc.)
  • Recommend product improvements based on performance feedback and internal execution
• Tracking Campaign Performance: Analyze client campaigns and 3rd party tracking
  • Review campaign metrics and measurement dashboards on a weekly basis and proactively determine action times and timely updates to the client
  • Partner with internal delivery teams to create and review monthly and quarterly client reports to determine whether KPIs are being met, where there is a need for improvement, and what’s being done to optimize for improvement
• Impacting Revenue (after “closed won”)
  • Actively identify opportunities to grow our revenue with current client accounts, and partner with sales on new program proposals and identify expansion and upsell opportunities
  • Develop program proposals and RFPs, and participate in external proposal meetings

What You Bring:

• Experience in the healthcare/pharma industry is highly valued

• Troubleshooter – solving client problems. HU’s first line of defense to understand and take ownership of the problem, communicate with the customer and coordinate communication, and help facilitate resolution with the internal teams
• Positive attitude - always interested in finding solutions to problems while keeping a positive, but realistic, can-do attitude internally and externally
• Proactive - acts on the chance to help secure incremental through performance highlights, pricing out incremental inventory, offering expanded channels
• Performance tracker – primary owner of overseeing KPIs and flagging any potential issues internally
• Champion – represents the customer within and outside their own department. The voice of the customer and the liaison between customers and internal delivery teams
• Change maker – striving for continuous improvement. Efficiency experts looking for better ways to serve clients, streamline processes and improve products/services
• Project manager – juggling tasks, projects and people. Coordinating with other departments to serve customers without duplicating efforts or letting things fall through the cracks

• Leader – maintain the account and take charge of its success
• Solution-oriented – anticipating hurdles and client needs before they occur. A proactive solution seeker
• Sounding board – Not only good listeners but putting themselves in their customers’ shoes. Not just about solving the problem at hand. It’s also about recognizing and acknowledging the emotions that go along with it
• Subject Matter Expert – having measurable and specific knowledge and abilities. Having product and service knowledge, as well as client expertise

Annual base salary for positions at this level and job group is $79,000-$105,000, and your base pay will depend on the qualifications, experience, skills, and competencies required for this job.

At Health Union, base pay is one part of our total compensation package and is determined within a range that provides the opportunity to progress as you grow and develop within a role.

In addition, our Total Rewards package includes medical, dental, and vision insurance, a 401(k) plan, a professional development budget, and paid time off available to full-time employees upon hire. You will also be granted time off for designated company-paid holidays, summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

HEALTH UNION REALLY IS THE BEST PLACE TO WORK

As a dynamic organization that offers flexible work options, we foster a workplace that encourages an authentic, respectful culture of teaching and learning. We work hard and save space to form close-knit relationships that are meaningful to us individually. Health Union also offers top-tier benefits and other perks to full-time employees, starting day one. We cultivate a dynamic, collaborative work environment that values inclusion, community, excellence, and transparency. But don’t just take our word for it: The Philadelphia Inquirer, Philadelphia Business Journal, Inc., and Forbes have all named Health Union a “best place to work”-and we take pride in living up to that hype every day.

Commitment to Inclusion

At Health Union, we believe that individually we make a statement, but collectively we make an impact. Diversity and inclusion power that impact. We strive to create a sense of belonging by embracing our differences. We are an organization where everyone is valued, heard, and appreciated. Health Union encourages applicants from historically marginalized populations to consider our team as your next opportunity for change. We are committed to equal employment opportunity and advancement regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or gender expression, Veteran status, or any other characteristic protected by applicable law.

To comply with federal law, Health Union participates in E-Verify. Successful candidates must pass the E-Verify process after hire.

The position offers a hybrid work arrangement, requiring a minimum of two in-office days per week. Our office is located in Center City, Philadelphia.

Applicants must be legally eligible to work in the U.S for any employer.

• Candidates only. No direct calls or emails. No recruiters/agencies, please.