Client Success Manager, Sermo
Spanish Speaking
Social platform for physicians
Open for applications
Social platform for physicians
501-1000 employees
Open for applications
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
- Must be fluent in Spanish
What the job involves
- The MAG Client Success Team supports our pharmaceutical company and agency partners to deliver programs that enable them to reach and gather insights from their target HCP audience
- You will manage the post-sale client relationship, delivering program success and driving client expansion, retention and renewal
- You will be the key contact for clients, provide research support and act as a trusted advisor
- You will coordinate with internal teams to ensure project goals are met within the prescribed time-frame, parameters, and scope
- Deliver own projects to a high standard, ensuring project goals are achieved on time and within budget, and high client satisfaction ratings are attained
- Manage your own workload with minimal supervision
- Set an example to more junior team members and provide advice across client management, research and project management questions when required
- Work with line manager and the Sales teams to drive client expansion, retention and renewal
- Primary day-to-day contact for assigned clients and projects
- Ensure overall client satisfaction by providing a positive experience with effective and timely delivery of all research programs
- Participate in kick offs and status meetings to move projects forward
- Understand client’s market research needs
- Define project goals at the onset of each project
- Proactively provide recommendations across Sermo market research services
- Participate in client facing training sessions for Sermo’s primary market research and analytics platform
- Provide insightful recommendations to client’s business questions
- Collaborate with internal stakeholders to effectively communicate issues, improvements and efficiencies in Sermo’s products, with the goal of continually improving client experience and success
- Track client utilization and balance of research credits using Sermo’s internal monitoring system
- Ensure that the research methodology, instruments, and vendors for each assigned project are the best fit for achieving results
- Fully understand the client’s business and project objectives for each assigned study
- Evaluate and optimize quantitative surveys created internally and externally
- Evaluate source data quality and accuracy; identify and resolve issues independently, escalate to client or internally when required
- Ensure tab spec for DP meets needs to deliver against project objectives; create tab spec as required
- Prepare reports developed from the research data collected when required
- Ensure agreed client deliverables meet project objectives, including dashboards, data files
- Demonstrate ownership of assigned projects from commissioning to closure
- Manage and coordinate the research process of each assigned project to achieve objectives
- Coordinate project schedule and working with internal departments and external freelancers
- Make recommendations and suggest solutions to clients to meet the needs of the project life cycle, to ensure that project goals are achieved
- Anticipate potential areas of concern and identify solutions to mitigate issues
- Work closely with project coordinators to manage survey execution including questionnaire review, programming, vendor management, reporting and technical troubleshooting
- Liaise with internal cross-functional teams to ensure clear, actionable communication and delivery of projects
- Identify solutions when issues arise, implementing or escalating (when required)
- Implement plans for project progression
- Communicate project changes and progress to client and internal departments timely and accurately
- Raise to line manager if there are issues that jeopardize the team’s ability to complete the project in a timely and cost-effective manner
- Efficiently utilize internal project management tools, sharing information with other team members and helping advise them on system issues
- Facilitate client account creation and permissions within Sermo’s relevant systems
- Ensure all client PV training and reporting requirements are fully met
Salary benchmarks
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
Insights
Few candidates hear
back within 2 weeks
50% female employees
25% employee growth in 12 months
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 values
- Respect - We lead by example, showing respect for oneself, one another, our community, our clients, our healthcare professionals, and our environment
- Trust - We foster an environment where trust and openness are the norm, where one’s needs and views are listened to and in which everyone feels valued. We are willing to share, to ask, be vulnerable and courageous
- Collaboration - Teamwork is at the core of the success of our community. Our focus on execution and collaboration ensures that we keep our promises to each other and to our clients
- Purpose - Day in and day out, we’re working to improve and advance healthcare globally by connecting practitioners and industry leaders through our ecosystem. We get creative in all aspects of our work to bring fresh solutions to the healthcare community
Company HQ
Lower Manhattan, New York, NY
Articles
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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