Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Senior Customer Success Associate- epocrates
We are looking for a Senior Customer Success Associate to join the Customer Success team within our epocrates division. In this role, the Senior Customer Success Associate will be assigned a book of business and will manage a combination of primary and supportive client advertising campaign activities across various account sizes. This individual will also be responsible for overall client relationships, the management and execution of all contract deliverables, revenue forecasting and fulfillment reporting. For assigned accounts, the Senior Customer Success Associate will serve as the main point of contact with the Pharma clients and/or agencies on a day-to-day basis to implement multi-tactic campaigns. This individual will also work to communicate effectively with clients and internal teams to ensure tasks are completed according to project timelines.
The Team: epocrates, Inc., an athenahealth company, is recognized for developing the #1 medical application among U.S. physicians for clinical content, practice tools, and health industry engagement at the point of care. epocrates has established a loyal network of more than one million health care professionals, including 50 percent of U.S. physicians, who routinely use its intuitive solutions to help streamline workflow and improve patient care. More than 1 million healthcare providers rely on epocrates and there are significant investments being made in product technology and innovation, and this year is a fantastic opportunity for marketing to re-energize the brand for customers, users and prospects. We are looking for the right candidate to help us reach our full potential this year and in the future.
Job Responsibilities
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Develop, manage, and maintain favorable relationships with new and existing clients on assigned book of business, made up of top pharmaceutical accounts.
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For assigned book of business, responsible and accountable for the successful fulfillment and completion of all client contracts within original contract terms from kick-off through campaign close.
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Ensure all client and internal compliance processes are followed
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Collaborate with and support Sales, Sales Operations, and Commercial Consulting teams in pre-sales activities and lead generation for assigned book of business.
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Responsible for forecasting and fulfillment reporting for assigned book of business.
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Demonstrates strong knowledge of content development processes, company procedures and awareness of frequently faced issues, to allow for seamless execution of projects
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Manage ad campaign performance tracking, delivery and end of campaign reporting
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Manage financial tracking (control reports, fulfillment report, revenue forecasting) and contract health for assigned accounts
Typical Qualifications
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Bachelor’s Degree required
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3+ years of professional experience
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3+ years of specific experience in Digital Advertising Account Management, Project Management or Customer Success
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Pharmaceutical industry and healthcare knowledge strongly preferred
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Experience using ad tech platforms and project management software strongly preferred
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Strong ability to multi-task in a fast-paced environment
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Strong ability to be responsible, accountable and result driven
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Excellent communication skills
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Excellent organization and documentation skills
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Knowledge of marketing related creative process (marketing or agency experience preferred, especially within the pharmaceutical industry) a plus
For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:
California: https://www.athenahealth.com/salary-range/ca-nontech-sr-associate
Colorado: https://www.athenahealth.com/salary-range/co-nontech-sr-associate
New York: https://www.athenahealth.com/salary-range/ny-nontech-sr-associate
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at [email protected] for assistance.
https://www.athenahealth.com/careers/equal-opportunity
What We Do
At athenahealth, it’s our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. With a thoughtful balance of humanity and technology, we’re able to uncover meaningful healthcare insights that can help create healthier futures for our families, our communities, and ourselves.
athenahealth partners with healthcare organizations across the care continuum to drive clinical and financial results. Our expert teams build modern technology on an open, connected ecosystem, yielding insights that make a difference for our customers and their patients. We offer medical record, revenue cycle, patient engagement, care coordination, and population health services. We combine insights from our network of more than 160,000 providers and approximately 117 million patients with deep industry knowledge and perform administrative work at scale.
Our cloud-based and on-premises solutions deliver measurable financial and clinical results for healthcare organizations of all shapes and sizes. That’s why our top-performing clients are beating industry benchmarks across the board.
For more information, please visit www.athenahealth.com
Why Work With Us
Our vibrant and talented employees spark the innovation and passion needed to accomplish our goals. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where we each feel comfortable bringing their best selves to work.
