Client Account Specialist

Company Description

M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

  • Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
  • Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
  • M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
  • Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
  • In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Due to our continued growth, we are hiring for a Client Support Specialist at PracticeMatch, an M3 company.

Job Description

The Client Account Specialist supports the company’s client activities by building and maintaining professional relationships with clients through regular contact and availability for problem-solving. The Client Support Specialist works to help organizations by delivering outstanding customer support and assisting in developing customer relationships.

The Client Account Specialist frequently serves as liaisons between the company and our customers, working with Client Account Managers to drive renewals, upsells, and by helping organizations meet KPI goals.
 

Essential Duties and Responsibilities:

Including, but not limited to the following:

  • Supporting Client Account Managers by interfacing with clients as needed.
  • Owning a few select clients, assisting them with utilizing the database and platform at a very high level.
  • Ability to work closely with select clients to continue their partnership and potentially upsell them additional solutions.
  • Creating and maintaining client job postings.
  • Assisting clients with running database searches.
  • Assisting clients with creating, sending email blasts, and analyzing email delivery reports.
  • Offering assistance with setting up and customization of our applicant tracking system.
  • Promote usage of different facets of our products to increase the return on investment to our clients and the likelihood of renewal.
  • Assisting clients with technical issues and working with Tech to resolve them.
  • Relaying product enhancement suggestions to Tech.
  • Assist clients with questions on invoices and provide more detail when necessary.
  • Documenting communication with clients in our CRM and collaborating with management to tackle existing and anticipated concerns.
  • Provide client training sessions when needed.
  • Collaborating with Tech, accounting, sales, and trainers on a regular basis.
  • Exhibit professional attitude toward clients while being patient, courteous, personable, and quick thinking.
  • Performs other duties as assigned.

Qualifications

  • Excellent communication and interpersonal skills with the ability to gain the trust of clients
  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
  • Must be able to work independently and productively with minimum supervision.
  • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
  • Communicates changes and progress; completes projects on time and budget.
  • Team player with a "can do" attitude that can work in a fast-paced environment.
  • Ability to establish and maintain professional atmosphere for employees, clients and customers
  • Ability to coordinate with other staff and interact with other departments professionally.
  • Possesses self-motivation and assertiveness to achieve goals and be successful
  • To perform this job successfully, an individual should have knowledge of Microsoft Suite (Word, Excel, etc.)

Additional Information

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

  • Health and Dental
  • Life, Accident and Disability Insurance
  • Prescription Plan
  • Flexible Spending Account
  • 401k Plan and Match
  • Paid Holidays and Vacation
  • Sick Days and Personal Day

M3 USA is an equal opportunity employer, committed to the principles of inclusion and diversity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at M3 USA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical or mental disability, medical history or genetic information, sexual orientation, gender identity and/or expression, marital status, past or present military service, family or parental status, or any other status protected by the federal, state or local laws or regulations in the locations where we operate.

*M3 reserves the right to change this job description to meet the business needs of the organization

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