Client Success Specialist, Clinical and Safety Solutions

WHY 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

• 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.

• 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.

• 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.

• 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.

• 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

POSITION 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 $62,909.00 - $75,491.00, 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