Manager, Client Experience Full Time

The Role:
Unlock Health is seeking a passionate and results-driven Manager to join our integrated marketing client experience team.  This individual will help support existing enterprise web accounts with core deliverables focused on website maintenance, integrations, content enhancements & site redesigns.  This team member will help manage client relationships, ensure strong strategic guidance, execute engagements flawlessly and help drive growth for their book of clients.  The ideal candidate will possess a strong digital background with a curiosity and passion for learning new services and offerings that will help grow accounts.

What You’ll Do:

• Manage client relationships by supporting the day-to-day activities of multiple accounts
• Leads projects to completion while adhering to best practices and cross functional solutions
• Utilizes experience and skills to engage in client interactions, strategic planning, account growth strategies and ensuring team’s adherence to best practices and performance standards
• Collaborate with project management team to develop and drive timelines, ensuring internal teams hit all defined milestones
• Develop fluency to represent Unlock capabilities and services, and how to apply them to client’s needs
• Collaborate with internal teams to develop and execute marketing campaigns, digital strategies and other initiatives to support client objectives
• Manage clients’ budget and work with senior team members to understand revenue goals and forecasting
• Manage client health dashboard and identify potential issues or barriers that may be putting work or client relationships at risk
• Maintain a basic understanding of industry trends, competitive landscape and regulatory requirements that impact client business

Ideal Qualifications

• Bachelor’s degree in business, marketing, or related field
• 3+ years’ experience in account management, client services or related field
• Digital transformation or website development experience a plus (e.g. understanding of different tech stack requirements, customer journeys & user experience, CMS platform technology, analytics, ecommerce)
• Healthcare industry experience a plus
• Strong client presentation & interpersonal team skills
• Excellent communication, interpersonal, and problem-solving skills
• Demonstrated ability to deliver results and exceed expectations

Expectations:

Curiosity: Seeking out what makes our clients, and their organizations tick and be a student of healthcare industry dynamics and its implications for our clients
Strategy: Developing account strategies and organic growth plans for clients that the account team(s) will execute, going beyond the existing scope of work
Empathy: Understanding that hospitals and health systems are in a tight spot, and meeting our clients where they are today to build their confidence in tomorrow
Fluency: Having 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: Assisting in delivering on our promises every day and ensuring clients never have to question whether they are getting our best with every interaction, deliverable, recommendation, etc.
Ownership: Demonstrate strong ownership of accounts and deliverables
Communication: Provide clear, timely communication to clients and internal teams on status, risks, decisions, and next steps