Director, Client Experience (Integrated Marketing)

Title: Director, Client Experience (Integrated Marketing)
Direct Manager Title: VP, Client Experience

The Role 
Unlock Health is seeking a passionate and results-driven Director, Client Experience to be part of our growing integrated marketing team. As a Director of Client Experience, you will be responsible for managing new and existing integrated marketing-based accounts and the internal CX team(s) servicing those clients. This role is expected to deliver strategic insights, build integrated marketing plans, execute campaigns and projects flawlessly, coordinate internal team members and grow and retain accounts through upsell and cross-sell. This role oversees a portfolio of client accounts, including those that have multiple workstreams and may represent multiple lines of business. Key responsibilities include: client engagement and relationship building, internal team leadership and development, fostering cross-team collaboration, ensuring positive health and financial performance of accounts, and a strong focus on client retention and growth. 

The ideal candidate will have a good understanding of account management principles, our clients' business needs and our service offerings. 

What You’ll Do

• Accountable for leading and managing a portfolio of client accounts of varying size and complexity, including ownership of pricing & scope development, client satisfaction and client health, forecasting and financial health, growth and retention, and team leadership/mentorship
• Manage client relationships by owning the day-to-day communications with clients and delivering a consistent & excellent client experience; build strong and enduring client relationships (including with senior client leaders) by demonstrating a clear command of their needs and priorities
• Collaborate with cross-discipline leaders and internal teams to develop, sell-in and execute marketing campaigns, media strategies/plans, creative production and digital services (e.g., SEO, website and/or content development, analytics) and other initiatives that support client objectives
• Monitor status of work against expectations; partner with Project Management to understand progress against timelines and milestones, assess and optimize campaigns/work based on reporting and analytics
• Manage clients’ budget and billing; contribute to client health/revenue forecasting initiatives with CX leadership and the Client Finance team
• Proactively identify flags, and resolve issues and challenges (with the client or within the client experience team), and know how/when to escalate 
• Exhibit industry expertise and participate in agency and team growth efforts
• Mentor and coach others; provide clear and actionable feedback
• Identify and raise potential issues or barriers that may be putting work or client relationship(s) at risk
• Participate in new business pitches when needed; must be able to articulate the value proposition of Unlock Health and demonstrate fluency of full suite of services and capabilities
• Maintain a basic understanding of industry trends, competitive landscape, and regulatory requirements that impact client business

Expectations: 

• Curiosity: You will seek out what makes our clients and their organizations tick and be a student of healthcare industry dynamics and its implications for our clients
• Strategy: You will develop account strategies and organic growth plans for clients that the account team(s) will execute, going beyond the existing scope of work
• Empathy: You will understand that hospitals and health systems are in a tight spot, and meet our clients where they are today to build their confidence in tomorrow
• Fluency: You will have fluency in speaking to what clients/prospects are facing and the ways it impacts their business, as well as in speaking to the full complement of services and capabilities Unlock offers
• Consistency: You will assist in delivering on our promises every day and ensure clients never have to question whether they are getting our best with every interaction, deliverable, recommendation, etc. 

Ideal Qualifications

• Bachelor’s degree in business, marketing, or related field
• 7+ years of experience in account management, client services, or related field
• Excellent communication, interpersonal, and problem-solving skills
• Demonstrated ability to deliver results and exceed expectations
• Remote staffing, but ability to travel as necessary for key meetings

Nice to Have

• Experience in the healthcare industry is a plus
• Experience with Salesforce and/or Workfront is a plus

Perks and Benefits

• Competitive Salary
• Health, Dental and Vision benefit packages to fit all types of lifestyles
• Life, Short- and Long-Term Disability Insurance paid 100% by the company
• FSA / HSA Options
• 401(K) with a generous company match program
• Flexible Paid Time Off (aka- 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 Unlock:
Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing.

We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here.

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.

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