Associate Client Success Director

Job Title: Associate Client Success Director

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 Director has a critical impact on the success of our business. The CS team is responsible for client service, campaign success, revenue growth, and driving Health Union’s reputation as an industry leader among our client partners.

What You Do:

• Fostering Client Relationships and Success: Serve as the main 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
  • Help develop and/or compile program proposals and materials, RFPs, and participate in new business sales meetings.
  • Communicate regularly with clients to provide campaign updates, solve issues, and set realistic expectations; ensure all of their needs are understood and addressed
  • Create and maintain client campaign documentation and deliverables
  • Foster strong client relationships to maintain current business and influence incremental / renewal dollars
• 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
  • Plan and lead internal team meetings (i.e., kickoffs, weekly statuses, performance reviews, etc.) and ensure clarity and productivity (setting meeting agendas, logging notes, etc.)
  • Recommend product improvements based on performance feedback and internal execution
• Tracking Campaign Performance: Analyze client campaigns and 3rd party tracking
  • Review campaign metrics and measurement dashboards on a weekly basis and proactively determine action times and timely updates to the client
  • Partner with internal delivery teams to create and review monthly and quarterly client reports to determine whether KPIs are being met, where there is a need for improvement, and what’s being done to optimize for improvement
• Impacting Revenue (after “closed won”)
  • Actively identify opportunities to grow our revenue with current client accounts, and partner with sales on new program proposals and identify expansion and upsell opportunities
  • Develop program proposals and RFPs, and participate in external proposal meetings