Senior Client Success Manager

Healthcare Information and Management Systems Society

1d • Hybrid

About The Position

At HIMSS, we are a catalyst for change in the health and wellness ecosystem. Guided by our vision to realize the full health potential of every human, everywhere, and our mission to reform the global health ecosystem through the power of information and technology, we embrace transformation as our “why” and technology as our “how.” As one of the largest and most experienced global healthcare associations, we know that true progress requires fresh perspectives, bold solutions, and collective action. Join HIMSS and be part of reimagining the future of health and wellness!

Position Purpose:
As a Senior Client Success Manager, you own overall client satisfaction by providing exceptional service while promoting renewal and upsell opportunities. You will provide pre-sales support, oversee program execution, communicate program optimizations, and report on marketing and advertising campaigns to ensure program goals and objectives are met. Acting in partnership with Sales, Sales Operations, Marketing/Sales Enablement, Marketing Operations, and Finance to ensure the successful setup of client programs at the pre-sale stage while accurately and timely fulfilling all advertising campaigns and revenue delivery.

Requirements

• A Bachelor’s degree in business, marketing, or equivalent experience
• A minimum of 5 years in a client services/campaign management role, preferably within a Media organization.
• Must be both process-oriented and flexible. This is a high-paced environment, and the ability to think on your feet, come up with creative solutions, and solve problems as they arise is critical.
• Excellent verbal and written communication; interpersonal and presentation skills. Experience working one-on-one with Sales Representatives preferred.
• Must be comfortable working in a fast-paced environment with changing needs and requirements.
• Demonstrated organization astuteness, strong strategic planning, and analytical skills.
• Comprehensive understanding of digital sales operations.
• Experience with Salesforce.com or other similar software.
• Proficient in Microsoft Office products, with an emphasis on Microsoft Excel and PowerPoint.

Responsibilities

• Starting with pre-sales, sets up client programs for success, leveraging client goals, previous program experience, and an in-depth understanding of our integrated solutions.
• Support the creation of RFPs; pull available inventory, audience analyses, and other RFP needs.
• Lead the pre-sale capabilities communication process with ad agencies, prospects, and clients.
• Manage and grow client relationships by providing exceptional client experience through regular client program meetings, kick-off, and wrap-up calls.
• Liaises with Sales, Sales Operations, Marketing/Sales Enablement, Marketing Operations, and Finance, and other internal production teams to ensure advertising programs are set up, executed, and delivered on time and in full.
• Manage and oversee the delivery of revenue of all programs and actively coordinate the mobilization of resources to adhere to original revenue schedules as much as possible.
• Works within Monday.com (our program management system) to communicate proactively on all campaign details with Fulfillment, Content, and Production Teams. Follows operational processes around the production of advertising campaign materials.
• Creates detailed Insertion Orders when programs are ready for contracting. Works with Sales and Legal to process redlines and contract changes.
• Manage Salesforce opportunities when programs are ready to be contracted. Updates program details, adjusts Salesforce Opportunities based on performance and delivery needs, adjusts revenue, and makes other changes as needed.
• Forecasts monthly and quarterly revenue in Salesforce and adjusts revenue as programs deliver. Reconciles program revenues monthly as needed.
• Provides clients with necessary deliverables – such as screenshots/proof-of-send and performance reporting – related to all programs.
• Share insights on clients/programs and highlight upselling and renewal opportunities using your understanding of the program, information shared by the production/fulfillment teams, and your knowledge of client objectives.
• Troubleshoots problems that arise related to accounts, clients, and campaigns. Uses analysis and critical thinking to understand and solve program-related issues.

Benefits

• Diverse, collaborative, and winning team environment.
• Flexible working arrangements, opportunity to work hybrid or remote.
• Comprehensive healthcare coverage.
• Generous paid time off, including time off to volunteer as well as unlimited vacation days!
• Wellbeing programs to support all of your emotional, physical, and financial needs
• Emphasis on continuous learning and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level