VP, Client Success

Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

• You will lead an established organization of client service professionals who service our customers and marketing agencies primarily in the BioPharma and Health industries.
• Your organization is responsible for servicing all customer needs and influencing configuration, delivery, performance, and retention of all advertising and campaigns across the Medscape healthcare professional network.
• You will ensure the overall team structure is well positioned to succeed and support all customers, recruiting and developing a high performing organization that provides consistent service to our customers, and meeting frequently with internal executives and external clients to ensure the organization is delivering on its promise.
• You will also collaborate with sales leads and operational leads across all functions that support sales and delivery in order to ensure your client service managers have what they need to develop and grow deep customer relationships and deliver upon their objectives.
• Finally, you will work closely with senior management to implement the organization’s vision and needs.

• Run the organization day-to-day: Operate the budget, staff/structure the teams, and manage adoption of any necessary transformational changes throughout the function
• Establish and manage the goals and key customer success KPIs that will quantify and demonstrate that client satisfaction and expectations are met and surpassed
• Recruit, develop, grow, and motivate a high performing team of client service professionals who manage our brand relationships.
• Meet directly with key customers to develop and grow productive relationships that will ensure optimal level of service and (where possible) expansion of business
• Create and/or optimize ways of working and client-facing playbooks
• Serve as a senior resource across client services teams and the overall escalation point to continuously monitor company/client relationship and ensure resolution of day-to-day account issues
• Frequently engage with the Medscape general manager and sales leads on all topics related to customer success, collaborating on growth plans and strategies that drive customer success
• Continuously study, raise and evangelize need for major transformational changes needed across the broader organization that are materially impacting your team’s ability to operate consistently, scale, or delight the customer
• Influence & execute corporate level strategy that will help drive performance and retention with key clients, participating in major account planning and forecasting sessions
• Establish and build relationships with executive leadership across the financial, operational, and product teams to partner together on end-to-end client support and delivery
• Participate in all management team activities to facilitate inter-department communication, conflict resolution and general operating procedures.
• Continuously develop knowledge of the healthcare industry and Medscape’s products and services.

• 15+ years of business, operational, or customer service experience
• Demonstrated experience with digital advertising - specifically in the pharma space, working with both manufacturers and agencies - and with client relationships management
• Ability to manage across a portfolio of customers and products with different delivery and business models
• Excels at building networks internally and externally
• A track record for building and growing large, world-class organizations through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proficient knowledge of the various privacy and regulatory dynamics within this market
• Unafraid of acting decisively and making quality decisions in service to the customer or the department
• Excels in navigating a highly collaborative and highly matrixed environment
• Can demonstrate significant influence, persuade and collaborate up to C-level at clients as well as influencing and inspiring our internal teams
• Able to demonstrate gravitas and communicate at any level
• Excellent leadership, management, and interpersonal skills
• Evidence of strong process orientation and ability to build repeatable processes that build client value and set the foundation for high renewal rates and expansion of services at existing clients
• Analytical and negotiation skills, particularly at executive levels.
• Must be open to travel periodically as needed