This job has closed.

Medscape · 5 months ago

Associate Director, Client Success

Newark, New Jersey

Full-time

Onsite

Senior Level, Lead/Staff

$110K/yr - $120K/yr

8+ years exp

Medscape, a division of WebMD, is the leading online destination for physicians and healthcare professionals worldwide. They are seeking a dynamic and strategic Associate Director of Client Success to lead a team of client success professionals, enhance client relationships, and ensure long-term customer success.

BiotechnologyHealth CareMedicalPrimary and Urgent Care

Responsibilities

Lead and mentor a team of Client Success Managers, fostering a culture of excellence and continuous improvement. Critical to success is the ability to direct the onboarding, orientation and training of our Client Success Professionals

Support and develop strategic relationships with key clients, acting as their trusted advisor and business partner

Drive client retention and growth by developing success plans, monitoring key metrics, and identifying expansion opportunities

Monitor the client lifecycle, ensuring smooth onboarding, adoption, and successful renewals

Collaborate with internal stakeholders, including sales, Client Success Partners and product teams, to improve customer experiences by advocating for the client

Validate insights from client key performance indicators, feedback and market trends to maximize client outcomes

Advocate for clients internally, ensuring feedback influences product development and service enhancements

Establish and refine the adoption of best practices, processes, and frameworks for the client success team

Serving as a point of escalation for key client initiatives and decision making

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

Qualification

Client Success ManagementAccount ManagementLeadership SkillsCRM ProficiencyStrategic MindsetCommunication SkillsNegotiation SkillsRelationship Building

Required

8+ years of experience in client success, account management, or customer relationship management, with at least 2+ years in a leadership role

Proven track record of managing high-value client relationships and driving business outcomes

Strong leadership and coaching skills with the ability to develop and empower a team

Excellent communication, negotiation, and relationship-building abilities

Proficiency in CRM and client success tools (e.g., Salesforce)

Strategic mindset with a data-driven approach to decision-making

Preferred

Experience in pharmaceutical/HCP advertising, or healthcare, or medical/legal/regulatory review process

Background in consultative sales, business strategy, or revenue management

Experience managing global or enterprise-level accounts

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)

Company

Medscape

Medscape provides integrated medical information and educational tools online for primary care physicians and health care professionals. It is a sub-organization of WebMD.

Founded in 1996

New York, New York, USA

501-1000 employees