Client Success Manager – Pharma & Advertising

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Client Success Manager - epocrates

We are looking for a Client Success Manager to join the epocrates division here at athenahealth. In this role, the Client Success Manager will be instrumental in driving client success, enhancing campaign performance, and fostering revenue growth for our pharmaceutical and agency partners.

The Team: At epocrates, we are transforming the connection between pharmaceutical brands and healthcare professionals through innovative digital engagement. The Client Success team, is dedicated to ensuring client satisfaction and long-term retention by managing relationships with leading pharmaceutical brands and media agencies, while delivering high-impact campaigns that engage healthcare providers.

Job Responsibilities

• Manage the end-to-end client experience as the primary contact for a portfolio of complex pharmaceutical and agency clients.

• Overseeing forecasting, fulfillment tracking, and revenue reporting for assigned accounts, ensuring accuracy and alignment with company goals.

• Lead campaign strategy discussions, ensuring alignment with brand objectives and compliance with regulations.

• Oversee custom content creation processes, coordinating with multiple stakeholders to meet deadlines.

• Navigate Medical-Legal-Regulatory (MLR) approvals to ensure compliance with industry standards.

• Provide strategic insights and recommendations to enhance campaign engagement and performance.

• Manage multi-channel digital advertising campaigns across various platforms.

• Anticipate client needs and identify opportunities for growth and renewals.

• Collaborate with Sales, Ad Operations, and Data & Analytics teams to develop impactful engagement strategies.

• Offer strategic guidance on campaign design and performance metrics to keep projects on schedule.

• Share best practices in pharmaceutical advertising and industry insights to optimize campaigns.

• Serve as the first point of escalation for client concerns, addressing issues effectively.

• Own forecasting, fulfillment tracking, and revenue reporting for assigned accounts, ensuring accuracy and alignment with company goals.

Typical Qualifications

• Bachelor’s degree in Marketing, Business, Communications, or a related field.

• 5+ years of experience in client success, account management, digital advertising, or media operations, preferably in the pharmaceutical or healthcare industry.

• 3+ years managing pharmaceutical, biotech, or healthcare media clients, with knowledge of advertising regulations and MLR processes.

• Experience working with ad tech and SaaS platforms such as MediaSpectrum, Placements.IO, Veeva Crossix, GAM, Salesforce, Kevel, DoubleVerify, and programmatic media tools.trong project management and organizational skills to handle multiple high-priority accounts.

• Excellent communication and relationship management skills to engage senior-level stakeholders.

• Analytical mindset with experience in campaign performance measurement and data analysis.

For candidates located in California, Colorado, Hawaii, New Jersey, New York City, Westchester County (NY), and Washington, please visit the following link for pay range information:

California: https://www.athenahealth.com/salary-range/ca-nontech-manager

Colorado: https://www.athenahealth.com/salary-range/co-nontech-manager

Hawaii: https://www.athenahealth.com/salary-range/hi-nontech-manager

New Jersey: https://www.athenahealth.com/salary-range/nj-nontech-manager

New York: https://www.athenahealth.com/salary-range/ny-nontech-manager

Washington: https://www.athenahealth.com/salary-range/wa-nontech-manager

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