Jessica McTernan
Vice President, Client Success & Delivery @Sermo
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WORK HISTORY
Vice President, Client Success & Delivery @Sermo
New York, NY, US
Sermo turns physician experience, expertise, and observations into actionable insights for the global healthcare community. Engaging with more than 1.3 million healthcare professionals across 150 countries, we provide physicians with a platform and unique community that fosters impactful peer-to-peer collaboration & discussions about issues that are important to them and their patients. Sermo offers on demand access to physicians via a suite of proprietary technology to provide business intelligence that benefits patients, pharmaceutical, healthcare partners and the medical community at large.
EDUCATION
University of Massachusetts Dartmouth
Bachelor of Arts (B.A.) Major in Sociology; Minor in Psychology
SKILLS
ABOUT JESSICA MCTERNAN
Over my career, I’ve built and led Customer Success organizations across the healthcare technology space with a consistent mission: scale effectively, deliver measurable outcomes, and directly connect Client Success to business growth. Most recently at Sermo, a leading physician platform, I led a global team of Senior Client Success Directors and Client Operations Analysts, managing approximately $50M in annual revenue. Under my leadership, the team exceeded revenue targets for 11 consecutive quarters, driving ~40% year-over-year growth (resulting in a total 400% increase over four years) while expanding client support worldwide. Prior to that, at Sonifi Health, a patient engagement technology provider, I designed and executed a client success strategy that achieved a 100% renewal rate and improved our KLAS score by 39%, the highest since 2015. A core strength of mine has been partnering directly with healthcare executive leadership, spanning large health systems, regional hospitals, and local community clinics, to align solutions with provider KPIs, strengthen adoption, and drive measurable clinical and business outcomes. As a leader, I balance support and accountability. I build cultures of clarity, transparency, and trust, while ensuring results are consistently delivered. Ultimately, my approach centers on creating systems that tie adoption to real-world outcomes, which deepens partnerships and fuels sustainable growth.
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