Client Success and Program Execution Model

? Staffing Model Overview

Title: Client Success and Program Execution Model

Purpose: To define how key team members collaborate to support the renewal, growth, and delivery of accredited medical education programs across multiple formats.

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? Key Roles & Responsibilities

1. Client Success Manager (CSM) – Lead Strategist & Relationship Owner

The CSM is the primary point of contact for assigned clients and industry sponsors. Their core responsibility is to ensure successful outcomes for client programs, identify renewal and growth opportunities, and maintain strategic alignment between client needs and iiCME’s services.

Key Responsibilities:

Owns client relationship and account planning
Manages the lifecycle of each program: kickoff to closeout
Conducts quarterly business reviews (QBRs) with clients
Works with Program/Course Director to assess educational impact
Collaborates with internal teams on proposals, renewals, and upsells
Identifies cross-sell opportunities with sponsors or consortium partners
Coordinates pricing, contracting, and scope-of-work updates

Renewal & Growth Activities Include:

Tracking satisfaction and NPS scores
Proposing additional services (e.g., enduring conversion, MOC add-ons)
Leading renewal discussions based on outcomes and learner engagement
Presenting performance dashboards and analytics

2. Client Success Associate (CSA) – Operational and Administrative Backbone

The CSA supports the CSM by handling all executional and backend tasks that ensure programs are implemented smoothly and client needs are met with responsiveness and accuracy.

Key Responsibilities:

Inbox management (CSA & CSM Outlook, HubSpot Support)
Scheduling client and faculty meetings
Managing task boards (e.g., Plaky) and status tracking
Coordinating document collection (disclosures, agendas, faculty info)
Supporting credit claim processing, SCORM testing, uploads
Managing learner emails, certificate issuance, and user import
Preparing and circulating program materials (e.g., presentations, flyers)

Support for Renewal & Growth:

Collects and synthesizes program data for the CSM
Flags issues early (low attendance, learner feedback)
Maintains organized client records to support annual reviews
Prepares draft proposals or renewal decks for CSM review

3. Program/Course Director – Content & Clinical Strategy Advisor

This is typically a physician or subject matter expert who provides educational leadership and helps shape the program agenda and learning outcomes.

Key Responsibilities:

Guides content planning, faculty selection, and agenda development
Ensures clinical accuracy and ACR/ACCME compliance
Reviews outcomes reports and learner feedback with the CSM
Participates in industry-facing meetings when needed
Acts as an advisor to ensure program integrity and relevance

Support for CSM:

Validates educational rationale for renewals/expansions
Participates in meetings with sponsors to explain scientific impact
Provides peer credibility during planning or outcomes presentations
Supports identification of new grant/sponsorship opportunities based on field needs

? Collaboration Workflow

Phase	CSM	CSA	Program/Course Director
Planning	Leads kickoff, defines scope	Schedules meetings, preps docs	Advises on content, compliance
Execution	Maintains client updates	Tracks deliverables, handles admin	Participates in faculty comms
Live Program	Hosts or co-hosts, interfaces with client/sponsor	Manages platform logistics, support emails	Engages as speaker or moderator
Closeout	Prepares reports, leads debrief, proposes renewal	Sends certificates, surveys, final docs	Reviews outcomes, suggests next steps
Renewal	Leads renewal call, presents upsell or expansion	Prepares data and drafts	Supports with clinical insights or referrals

? Growth Narrative

The Client Success model at iiCME is designed to drive program excellence and business growth through proactive service, clinical alignment, and executional precision. The CSM acts as a strategic leader, identifying renewal and upsell paths through trusted relationships. The CSA ensures operational continuity and responsiveness, freeing the CSM to focus on high-value engagement. The Program Director anchors the program’s clinical integrity, enhancing credibility with both learners and sponsors.

This coordinated model allows iiCME to:

Deliver consistent, high-quality educational experiences
Foster long-term relationships with clients and sponsors
Scale with confidence across live, virtual, and enduring formats
Convert successful programs into long-term partnerships