Client Success Director, Sermo
+ Bonus possibilities
Social platform for physicians
Open for applications
Social platform for physicians
501-1000 employees
Open for applications
+ Bonus possibilities
501-1000 employees
Company mission
Sermo's mission is to revolutionize real-world medicine by democratizing medical knowledge and insights to improve clinical outcomes.
Role
Who you are
- Exceptional communication and relationship management skills built on a customer-centric philosophy
- 7+ years of experience in media, start-up and/or digital display account management
- Advanced degrees a plus
- Have prior experience working within a Customer Success/Account Management role
- Experienced in customer life-cycle management from on-boarding through implementation
- Strong analytical and problem-solving skills
- Ability to thrive in a fast-paced environment with tight deadlines
- Be a confident networker with the ability to persuade and influence stakeholders
- Have an understanding of how to utilize CRM systems in a sales cycle
What the job involves
- Sermo is is in search of a Client Success Director with a strong digital and pharmaceutical background to manage the post-sale relationship with Tier 1 and 2 clients
- Your book of business will span 2.8-3.5 million in revenue, where you lead onboarding, implementation and relationship management as well as ensuring overall client satisfaction
- The Client Success Director will play an integral role in our business, building long-term client relationships and driving revenue growth
- You will work closely with many parts of the organization, including sales, product, insights & analytics, and the rest of the marketing teams to accomplish aggressive goals that will keep Sermo growing, innovating and staying at the forefront of our industry
- Partner with leadership to establish and optimize a best-in-class client engagement strategy to support our multi-faceted solutions
- Build strong relationships with cross-functional partners to help address internal and external challenges (help solve wicked problems)
- Inspire, encourage, and support more junior members of the team always leading by example
- Manage the post-sale relationship, serving as the primary contact and advocate for day-to-day requests, deliverables and escalations for many of Sermo’s most complex campaigns
- Establish consultative and trusted relationships with clients through proactive communications, issue remediation and performance measurement
- Ensure we consistently deliver on client-expected value and achieve desired outcomes
- Elicit and share client feedback internally to drive process improvements, prioritize platform innovation and capture market opportunity
- Forecast and track key account metrics
- Partner with Sales to identify and present opportunities for in-account revenue growth
Our take
Although Doctors may seem like superheroes some times, they still require help and advice when their knowledge doesn't stretch far enough. However, finding the right expert to ask is tricky, and even then, discussing patient information is filled with possible negative repercussions for doctors.
Sermo provides a social platform where doctors can share and discuss medical problems anonymously. It’s a fun, secure, and relaxing place where doctors can speak without repercussions, with features including networking tools, advanced ML for content relevancy, and ways for doctors to earn through real-time market research surveys.
Having established itself in the space, and after a 2019 overhaul of the platform to improve usability, the company appears to have been focussed on expanding its reach. To this end, Sermo recently acquired Payer Access (an insights provider with access to payers and clinicians) and Charter Oak (a healthcare research company) to gain better access to payers and oncologists.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2013
$35m
EARLY VC
Sep 2011
$25m
EARLY VC
Total funding: $101m
Company benefits
- 23 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Lower Manhattan, New York, NY
Leadership
Peter Kirk
(CEO)BA in Finance from Appalachian State University. Masters in Finance from the London Business School. Previously Founder and CEO of WorldOne
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