Head of Accounts – Integrated Marketing Services (IMS)

Title: Head of Accounts – Integrated Marketing Services (IMS)
Direct Manager Title: Chief Client Officer

The Role
This individual will oversee the client experience teams responsible for managing existing integrated marketing accounts. Accounts range from full agency of record business to point solutions across brand strategy & creative, media planning & buying, content strategy & activation, website builds & maintenance, digital strategy & marketing and revenue strategy engagements. This role will be responsible for organic client growth, overall client relationship health & retention and fostering team collaboration & career pathing. This individual will also closely collaborate with the Head of Accounts – Performance Marketing on functional roles & responsibilities, shared account efforts and full client experience team culture building. 

What You’ll Do

• Lead IMS client experience teams and ensures client goals are met 
• Serve as Unlock brand ambassador and proactively seek out client growth across other lines of business 
• Work collaboratively with IMS LOB lead and IMS discipline leaders across Creative, Strategy, Media, Content, Web Dev & Mar Tech
• Establish and maintain relationships with key clients, including serving as “Executive Sponsor” for select accounts  
• Manage client escalations & help teams navigate challenges 
• Provide training & guidance to VP, Client Partners, promoting team growth and career pathing for all levels 
• Work closely with Project Management department for collaborative integration with Client Experience team 
• Encourage adherence to the Core Team Model approach for Enterprise accounts to ensure multi-discipline ways of working & collaboration 
• Support IMS new business opportunities with RFP responses and pitch presentations 
• Travel for client meetings & presentations as needed (e.g. annual strategic planning sessions, C-Suite presentations, upsell & cross-sell engagements) 

Key Areas of Responsibility: 

• Manage team of 4-6 senior Client Experience leads who are collectively responsible for the full suite of IMS accounts
• Partner with Head of Accounts – Performance Marketing to align on team assignments, client health & growth reporting, and team accountability & training  
• Drive IMS LOB growth – working closely with the Revenue Office to hit pipeline & PTV goals  
• Maintain high client retention by proactively evaluating and addressing NPS scores & client health monitoring 
• Oversee IMS Client Experience staff utilization  
• Accountable for accurate and profitable IMS client forecasting  

Ideal Qualifications

• 15+ years’ marketing or agency experience required  
• 5+ years’ experience leading account services team(s) across a matrixed organization; experience in healthcare and/or managed care/revenue strategy a plus 
• Strong client presentation & interpersonal team skills 
• Understanding and experience of various media models including traditional/omnichannel media commission, time of staff, cost plus and performance PPC models 
• Understanding of brand and omnichannel campaign development 
• Ability to balance big picture strategy and long-term business goals with near-term demands 
• Possess strong leadership skills: positive, inspiring, thoughtful, encouraging, empowering 
• Remote staffing, but ability to travel as necessary for key meetings 

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.

For internal coding use only: IMS/Client Services/COGS

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