• Build and grow strong client relationships by delivering excellent service and helping clients see the value of partnering across N2’s print and digital platforms. • Serve as the primary point of contact for clients and Area Directors, ensuring clear communication and a smooth client experience. • Lead client onboarding by gathering assets and coordinating campaign setup to ensure successful and timely launches. • Maintain accurate CRM and billing records, updating notes and resolving payment or account issues as needed. • Drive client retention and growth by renewing partnerships, identifying upsell or cross-sell opportunities, and proactively addressing potential cancellations.

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs. • Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start. • Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction. • Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs. • Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience. • Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators. • Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks. • Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning. • Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value. • Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning. • Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

Job DetailsJob Location: Corporate Headquarters - Plymouth Meeting, PA 19462Position Type: Full TimeEducation Level: Bachelor's Degree RequiredTravel Percentage: 10%Job Shift: DayJob Category: StrategyWHY CHOOSE ECRI? ECRI is an inspiring place to work. We share a common mission to help healthcare organizations make smart, compassionate, and ethical decisions for patients. Consider these additional benefits of joining the ECRI team: Industry leadership: We have a long history and proven reputation in patient safety and medical technology research. On-the-job-learning: You will have the opportunity to work with specialists across medical science, patient care, healthcare management, and technology. Comprehensive healthcare benefits: We offer medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage. Retirement Savings: Our employees can participate in an employer-matching 403(b) Retirement Savings Plan. Additional benefits: ECRI offers additional benefits to our employees, including paid time off and holiday pay, paid leave for parents, tuition assistance, employee assistance program, access to LinkedIn Learning, and other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts). Volunteer Program: ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours. ABOUT ECRI At ECRI, our passion for safe, effective, and efficient care is ingrained into the fabric of who we are and why we are here. For more than 50 years, the people of ECRI have been unyielding in their work to protect patients from unsafe and ineffective medical technologies and practices. Now, with the acquisition of the Institute for Safe Medication Practices (ISMP), we have created one of the largest healthcare quality and safety entities in the world. As a non-profit, independent organization, we utilize an unbiased, evidence-based approach to develop guidance, and maintain our principles of integrity and transparent work. Our ethical standards have led us to adopt the industry's strictest conflict-of-interest policies, and they are why tens of thousands of healthcare leaders worldwide rely on ECRI to guide their clinical, operational, and strategic decisions across all sites of care. The Most Trusted Voice in Healthcare ECRI is proud to serve the healthcare industry, from providers and insurers to government agencies, and medical associations. Our areas of focus include: Patient Safety: empowering leaders to eliminate patient harm through the dissemination of best practices, guidance, benchmarking, and recommendations. Evidence-Based Medicine: providing clinical evidence to inform and support decisions on the effectiveness of medical technologies, procedures, genetic tests, and clinical practice guidelines. Technology Decision Support: arming hospital systems with unbiased insights, so they can optimize their supply chain. ECRI is the only organization worldwide to conduct independent medical device evaluations, with labs located in North America and Asia Pacific. ECRI is designated an Evidence-based Practice Center by the U.S. Agency for Healthcare Research and Quality and a federally certified Patient Safety Organization by the U.S. Department of Health and Human Services. At ECRI, our passion for the truth drives us to go further and dig deeper in our pursuit to advance effective, evidence-based healthcare globally. The success of our organization relies on the kind of creative thinking that can only result from a diverse team of individuals. ECRI is proud to be an employer of choice with an inclusive environment for all employees. As part of this goal and in compliance with various laws and regulations, ECRI provides reasonable accommodation to applicants and employees. It's what makes ECRI unique, and why we are the most trusted voice in healthcare. POSITION SUMMARY The Client Success Specialist plays a vital support role within the Client Success and Sales teams, helping to ensure smooth operations across the sales funnel and client lifecycle. This position is responsible for managing inbound sales inquiries, assisting with funnel management, updating CRM records, and coordinating with internal departments and subject matter experts (SMEs). The Specialist contributes to client satisfaction and operational efficiency by supporting sales activities, client onboarding, and internal communications. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement: To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Sales Funnel & Inbound Management Accept and process all inbound sales inquiries, ensuring timely and accurate follow-up. Assist in managing the sales funnel, tracking client progress from initial interest through contract execution. Support the Strategic Account Manager and Sales Consultants in executing sales strategies and client engagement plans. CRM & Data Management Maintain and update client records in the CRM system to ensure data accuracy and visibility across teams. Track client interactions, status updates, and key milestones to support reporting and performance tracking. Cross-Functional Collaboration Engage with internal departments and SMEs to coordinate client communications, demos, and onboarding activities. Facilitate smooth handoffs between Sales, Client Success, Client Engagement, Subject Matter Experts, Legal, Implementation and other teams to ensure continuity and client satisfaction. Client Engagement Support Assist in preparing materials for client meetings, presentations, and Business Reviews. Help document action items and follow-up strategies from client engagements. Support marketing and prospecting efforts as needed, including outreach campaigns and event coordination. Operational & Administrative Support Perform various sales-related administrative duties, including scheduling, documentation, and reporting. Monitor client health indicators and escalate concerns to the Client Success Manager as appropriate. Contribute to the development of client-facing materials, case studies, and internal process improvements. Additional Responsibilities: • Other duties, as assigned Accountability Metrics: • N/A QualificationsPOSITION QUALIFICATIONS Experience: • Minimum: 5 years’ experience in a customer-focused healthcare environment preferred • Preferred – Three years of relevant work experience in a health care system, including leadership or coordination of teams, programs, quality improvement, analysis or operations. • Understanding of sales process, metrics, and client relationship management tools • Must be process-driven and detail-oriented • Background in client service, client relationship management, and sales • Outstanding communication and organizational skills • Ability to solve problems, with critical thinking, judgment, and strong decision-making skills Education: • Minimum of Bachelor’s degree with Master’s preferred or equivalent experience Computer Skills: • Proficient with Microsoft Office 365 Suite of products (e.g., Word, Excel, and PowerPoint) and client relationship management tools. Certifications and Licenses: • N/A POSITION COMPENSATION The salary range for new employees in this position is $62,909.27 - $70,458.39, based on background, experience, and skills. In addition, new employees in this position are eligible for all of our benefit offerings, including, but not limited to, health and welfare benefits, 403(B) retirement savings, and paid time off (PTO). PHYSICAL DEMANDS This position operates in a remote environment and requires the individual to remain in a stationary position, whether sitting or standing, before a desk or other fixed workspace, most of their workday. In addition, this position requires the individual to occasionally move about their workspace to access and inspect work-related materials, such as file cabinets with physical files and standard office equipment. This position requires the ability to operate standard office equipment, including, but not limited to, a laptop, keyboard, mouse, webcam, and phone, as well as effectively communicate information and ideas to a wide variety of audiences in written and oral form. ADA STATEMENT ECRI is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or veteran status. We value diversity and believe that a diverse workforce enhances our ability to succeed. ECRI complies with applicable federal, state, and local laws governing nondiscrimination in employment and prohibits any form of discrimination or harassment based on these protected characteristics. EEO STATEMENT ECRI is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or veteran status. We value diversity and believe that a diverse workforce enhances our ability to succeed. ECRI complies with applicable federal, state, and local laws governing nondiscrimination in employment and prohibits any form of discrimination or harassment based on these protected characteristics. #LI-Remote

• Lead and manage new client implementations from kick-off to go-live, ensuring all timelines, expectations, and milestones are clearly communicated and met • Manage customer support tickets, troubleshoot issues, and collaborate with internal teams to ensure timely and effective resolution • Serve as a trusted advisor and advocate for clients by building strong, long-lasting relationships through regular communication, proactive problem-solving, and strategic guidance that aligns with their goals and Selfbook’s offerings • Monitor key account metrics and platform usage to ensure clients are achieving value and identifying opportunities for deeper engagement • Collaborate with cross-functional teams to ensure the successful delivery of client requirements and the continuous improvement of internal processes and playbooks • Act as the point of escalation during implementation and post-launch phases, addressing issues with urgency and professionalism • Track client activity and communication in systems such as Salesforce to maintain transparency and alignment across stakeholders