Manager, Client Success

Epocrates-posted 8 months ago
Full-time • Manager
Remote • Boston, MA
Telecommunications
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Join epocrates as the Manager of Client Success, where you will lead a dynamic team of account managers and media execution specialists to enhance campaign quality and client satisfaction. This leadership role is crucial for scaling our operations and focuses on people leadership, operational execution, and client strategy. You will report to the Senior Manager, Business Transformation.

  • Lead, mentor, and coach a team of Client Success team members.
  • Foster a positive, high-performing team culture focused on continuous improvement and client success.
  • Oversee the delivery of digital advertising campaigns across various channels, ensuring compliance with industry standards.
  • Support key client relationships by providing strategic guidance and addressing escalations as needed.
  • Monitor team workload and manage resources to ensure timely campaign launches, accurate revenue recognition and forecasting aligning with company goals.
  • Collaborate with Sales, Ad Operations, Data and Analytics, and Product teams to drive client and campaign success.
  • Provide regular feedback to team members to promote continuous improvement.
  • Conduct performance reviews and support career development for team members.
  • Identify opportunities to improve processes and enhance execution efficiency.
  • Assist in identifying renewal and upsell opportunities with clients to support business growth.
  • Stay informed on trends in pharmaceutical marketing and digital media, sharing insights with internal teams.
  • Participate in cross-functional initiatives to improve overall client success.
  • Bachelor's degree in Marketing, Business, Communications, or related field preferred; or equivalent experience.
  • 4+ years of experience in account management, digital media, or client success within pharmaceutical advertising or healthcare marketing.
  • 2+ years of formal people management experience preferred, but similar leadership experiences will be considered.
  • Strong knowledge of pharmaceutical advertising compliance and MLR review processes.
  • Experience with ad technology platforms such as MediaSpectrum, Google Ad Manager, Salesforce, or programmatic media tools.
  • Excellent communication, relationship management, and problem-solving skills.
  • A data-driven approach with the ability to track performance and identify improvement opportunities.
  • Health and financial benefits
  • Commuter support
  • Employee assistance programs
  • Tuition assistance
  • Employee resource groups
  • Collaborative workspaces
  • Events throughout the year, including book clubs, external speakers, and hackathons
  • Flexibility for work-life balance
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