Associate Client Success Manager

Job Title: Associate Client Success Manager

Location: Philadelphia, PA

Health Union powers the first and largest community-based activation and data platform, transforming healthcare by providing unparalleled support, information, and validation for millions navigating complex health conditions and their care teams. With over 125+ condition-specific online communities and 15 years of community leadership, Health Union’s authentic engagements fuel the company’s robust suite of endemic media, influencer marketing, market research, and data solutions, driving proven outcomes for patients, HCPs, and brands.

Position Overview: The Associate Client Success Manager position has a critical impact on revenue growth and driving Health Union’s reputation as an industry leader among our client partners. By providing operational support across various sales accounts and partnering with the Client Success leads, the CSS focuses on maintaining positive client relationships, ensuring smooth delivery, resolving issues efficiently, and identifying opportunities to enhance client experience through a centralized shared services model. Acting as a dedicated point of contact for clients while collaborating internally across teams ensures that overall client success goals are met.

What You Do

• Promote Value through Client Experience: Serve as the dedicated point of contact throughout the campaign life cycle

• Manage day-to-day communication internally and externally by triaging client inquiries, ensuring timely follow-up, and effective communication on campaign results
• Create and maintain client campaign documentation and deliverables

• Collaborating Internally: Support the internal delivery team to ensure a broad understanding of the client’s business, goals, and point of view to meet and exceed revenue goals

• Collaborate with various internal teams to ensure that they fulfill all client campaign needs (i.e. tag review, asset requests)

• Tracking Campaign Performance: Analyze client campaigns and 3rd party tracking

• Review campaign pacing and delivery
• Review campaign metrics and measurement dashboards on a weekly basis and proactively determine action times and timely updates to the client

• Managing Revenue (after “closed won”)

• Manage insertions orders, revised IOs, and flighting opportunities in Salesforce
• Conduct Mid-Month and End of Month Actualization in Salesforce against internal pacing and delivery reports and IOs
• Review client invoices

Qualifications What You Bring:

• Experience in the healthcare/pharma industry is highly valued
• Familiarity with programmatic trading platforms (DSPs) is a plus, though hands-on experience for campaign setup is not required
• Organization Guru - manage and be able to shift gears as various priorities come in across client accounts
• Positive attitude - always interested in finding solutions to problems
• Proactive - acts on the chance to help secure incremental through performance highlights, pricing out incremental inventory, and offering expanded channels
• Performance tracker – primary owner of overseeing KPIs and flagging any potential issues internally
• Champion – represents the customer within and outside their own department. The voice of the customer and the liaison between customers and internal delivery teams
• Change maker – striving for continuous improvement. Efficiency experts looking for better ways to serve clients, streamline processes, and improve products/services
• Project manager – juggling tasks, projects, and people. Coordinating with other departments to serve customers without duplicating efforts or letting things fall through the cracks
• Leader - maintain the account and take charge of its success
• Solution-oriented – anticipating hurdles and client needs before they occur. A proactive solution seeker
• Sounding board – Not only good listeners, but also putting themselves in their customers’ shoes. Not just about solving the problem at hand. It’s also about recognizing and acknowledging the emotions that go along with it
• Cheerleader – Keeping a positive, but realistic, can-do attitude internally and externally
• Subject Matter Expert – having measurable and specific knowledge and abilities. Having product and service knowledge, as well as client expertise

Annual base salary for positions at this level and job group is $50,000 - $69,000, and your base pay will depend on the qualifications, experience, skills, and competencies required for this job.

At Health Union, base pay is one part of our total compensation package and is determined within a range that provides the opportunity to progress as you grow and develop within a role.

In addition, our Total Rewards package includes medical, dental, and vision insurance, a 401(k) plan, a professional development budget, and paid time off available to full-time employees upon hire. You will also be granted time off for designated company-paid holidays, summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

HEALTH UNION REALLY IS THE BEST PLACE TO WORK

As a dynamic organization that offers flexible work options, we foster a workplace that encourages an authentic, respectful culture of teaching and learning. We work hard and save space to form close-knit relationships that are meaningful to us individually. Health Union also offers top-tier benefits and other perks to full-time employees, starting day one. We cultivate a dynamic, collaborative work environment that values inclusion, community, excellence, and transparency. But don’t just take our word for it: The Philadelphia Inquirer, Philadelphia Business Journal, Inc., and Forbes have all named Health Union a “best place to work”-and we take pride in living up to that hype every day.

Commitment to Inclusion

At Health Union, we believe that individually we make a statement, but collectively we make an impact. Diversity and inclusion power that impact. We strive to create a sense of belonging by embracing our differences. We are an organization where everyone is valued, heard, and appreciated. Health Union encourages applicants from historically marginalized populations to consider our team as your next opportunity for change. We are committed to equal employment opportunity and advancement regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or gender expression, Veteran status, or any other characteristic protected by applicable law.

To comply with federal law, Health Union participates in E-Verify. Successful candidates must pass the E-Verify process after hire.

Applicants must be legally eligible to work in the U.S for any employer.

• Candidates only. No direct calls or emails. No recruiters/agencies, please.