Senior Customer Success Associate - epocrates



Customer Service, Sales & Business Development
Multiple locations
Posted on Wednesday, November 15, 2023

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Senior Customer Success Associate- epocrates

We are looking for an Senior Customer Success Associate to join the Customer Success team within our epocrates division. In this role, the Senior Customer Success Associate will be assigned a book of business and will manage a combination of primary and supportive client campaign activities across various account sizes. This individual will also be responsible for overall client relationships, the management and execution of all contract deliverables, revenue forecasting and fulfillment reporting.

The Team: epocrates, Inc., an athenahealth company, is recognized for developing the #1 medical application among U.S. physicians for clinical content, practice tools, and health industry engagement at the point of care. epocrates has established a loyal network of more than one million health care professionals, including 50 percent of U.S. physicians, who routinely use its intuitive solutions to help streamline workflow and improve patient care. More than 1 million healthcare providers rely on epocrates and there are significant investments being made in product technology and innovation, and this year is a fantastic opportunity for marketing to re-energize the brand for customers, users and prospects. We are looking for the right candidate to help us reach our full potential this year and in the future.

Job Responsibilities

  • Develop, manage, and maintain favorable relationships with new and existing clients on assigned book of business, made up of top pharmaceutical accounts.

  • For assigned book of business, responsible and accountable for the successful fulfillment and completion of all client contracts within original contract terms from kick-off through campaign close.

  • Ensure all client and internal compliance processes are followed

  • Collaborate with and support Sales, Sales Operations, and Commercial Consulting teams in pre-sales activities and lead generation for assigned book of business.

  • Responsible for forecasting and fulfillment reporting for assigned book of business.

  • Participate in assigned projects or initiatives that support new or enhanced products and services, process improvements or organizational changes.

Typical Qualifications

  • Bachelor’s Degree required

  • 3+ years of professional experience

  • 2+ years of specific experience in Account Management, Customer Service or Customer Success

  • Pharmaceutical industry and healthcare knowledge strongly preferred

  • Strong ability to multi-task in a fast-paced environment

  • Strong ability to be responsible, accountable and result driven

  • Excellent communication skills

  • Excellent organization and documentation skills

  • Knowledge of marketing related creative process (marketing or agency experience preferred, especially within the pharmaceutical industry) a plus

  • Experience using ad tech platforms and project management software a plus

For candidates located in California, Colorado, New York City, and Westchester County (NY), please visit the following link for pay range information:

About athenahealth

Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.

Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.

Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.

Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.

Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.

What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.