Director, Client Experience

Summary

Join Unlock Health as a Director, Client Experience and lead a portfolio of integrated marketing accounts. You will manage client relationships, develop marketing campaigns, and ensure client satisfaction. This role requires strong leadership, communication, and strategic planning skills within the healthcare industry. You will oversee team performance, budget management, and client growth. The position offers a competitive salary and benefits package, including flexible work arrangements and generous paid time off.

Requirements

• 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

Responsibilities

• Lead and manage 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

Preferred Qualifications

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

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