As Director, Client Experience, you lead a portfolio of healthcare client partnerships and the Client Experience teams supporting them. You’ll guide integrated marketing plans, campaigns, and projects across multiple workstreams and lines of business, connecting client priorities with the expertise of our media, strategy, creative, content, digital, and analytics teams.
You understand what matters to healthcare leaders and translate their priorities into recommendations that move their business forward. You build lasting relationships with senior stakeholders, help teams navigate complex engagements, and ensure our work delivers on its promises.
Must be available and willing to travel for key meetings and in-person collaboration as needed.
What You’ll Do- Lead a portfolio of client accounts of varying size and complexity, with accountability for client satisfaction, retention, growth, financial performance, and team development.
- Own client relationships and day-to-day communications, building trust with senior leaders and translating their business priorities into account strategies, integrated marketing plans, and actionable recommendations.
- Partner with cross-functional leaders to develop, present, and execute campaigns, media plans, creative production, SEO, website and content development, analytics, and other services that support client goals.
- Guide the Client Experience teams supporting your accounts, setting clear priorities, coaching team members, and providing actionable feedback that builds their skills and improves delivery.
- Oversee pricing, scopes, budgets, and billing; partner with Client Finance and CX leadership on revenue forecasting, financial performance, and account health.
- Work with project management to track timelines, milestones, and dependencies; use reporting and analytics to assess results and recommend adjustments to campaigns and ongoing work.
- Anticipate delivery, financial, and relationship risks; communicate tradeoffs clearly, resolve issues across client and internal teams, and escalate when needed.
- Develop organic growth plans and lead upsell and cross-sell opportunities, connecting client needs with Unlock’s capabilities and guiding proposals that expand the partnership.
- Contribute to new business pitches and agency growth efforts, explaining how Unlock’s services address prospective clients’ challenges.
- Stay informed about healthcare trends, competitors, and regulatory requirements that affect client priorities and marketing decisions.
- Bachelor’s degree in business, marketing, or a related field.
- 7+ years of experience in account management, client services, or a related field.
- Demonstrated ability to lead complex client accounts and integrated marketing engagements across multiple disciplines and workstreams.
- Track record of developing client strategies and presenting recommendations to senior stakeholders that support client goals.
- Proficiency in managing pricing, scopes, budgets, billing, and revenue forecasts to guide account decisions.
- Success developing account growth plans, retaining clients, and expanding partnerships.
- Background in leading and mentoring client service teams, coordinating cross-functional partners, and resolving delivery or relationship challenges.
- Ability to set expectations, navigate competing priorities, and explain recommendations and tradeoffs clearly to clients and internal teams.
- Healthcare industry knowledge and familiarity with Salesforce and/or Workfront are preferred.
- Competitive Salary
- Health, dental, and vision benefit packages to fit a range of lifestyles
- Life, short- and long-term disability insurance paid 100% by the company
- FSA and HSA options
- 401(k) with a generous company match program
- Flexible paid time off (unlimited)
- Paid Parental Leave
- Hybrid and remote work schedules available
- Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
- Employee Referral Program
About Us:
Unlock Health is a full-service marketing communication agency, grounded in technology, built for healthcare - and integrated with a managed care consultancy with deep revenue strategy expertise. We brought together leading healthcare firms to solve a core challenge: aligning brand, marketing, technology, and revenue strategy so healthcare organizations can attract and retain patients, grow brand equity, and protect their margins. We help our clients do everything from patient acquisition and brand building, to simplifying complex martech ecosystems, and creating digital experiences. Our work is rooted in clarity, authenticity, and a deep understanding of what moves healthcare forward.
Equality Opportunity Employer Statement
Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Skills Required
- Bachelor's degree in business, marketing, or a related field
- 7+ years of experience in account management, client services, or a related field
- Experience leading complex client accounts and integrated marketing engagements across multiple disciplines and workstreams
- Track record of developing client strategies and presenting recommendations to senior stakeholders
- Proficiency managing pricing, scopes, budgets, billing, and revenue forecasts
- Success developing account growth plans, retaining clients, and expanding partnerships
- Experience leading and mentoring client service teams and coordinating cross-functional partners
- Ability to set expectations, navigate competing priorities, and clearly explain recommendations and tradeoffs
- Healthcare industry knowledge
- Familiarity with Salesforce and/or Workfront
- Availability and willingness to travel for key meetings and in-person collaboration as needed
What We Do
Unlock Health is a technology and services growth platform that connects the dots across managed care and marketing to help healthcare providers solve today's urgent growth needs while building sustainable performance for the future. Health systems have spent decades limited by the walls separating patient acquisition campaigns, payor contracts, pricing strategy, and the necessary data and technology required to analyze supply/demand, understand markets, and prove ROI. By breaking down those barriers — and delivering the right mix of consulting, services, and tech enablement to fill the gaps — Unlock Health will enable a massive leap forward in growth and performance. We have brought together the premier network of health and healthcare agencies including SPM, GLC, Dreamscape, and Centretek with industry innovators, Eruptr and DECODE to deliver sustainable growth and CFO-defensible ROI. We are unlocking the potential that exists within providers to increase revenue, manage costs, and create healthier communities. Together, we're taking the guesswork out of growth
