Director, Client Experience (Performance Marketing)

Unlock Health breaks down the walls that healthcare providers have lived with for decades. We connect the dots across managed care and marketing so that providers can realize their missions and patients can get the right care. We've brought together the top healthcare marketing organizations to make this vision a reality, with a team of experts in managed care, technology, and ROI design.

Title: Director, Client Experience (Performance Marketing)
Direct Manager Title: Senior Director/VP, Client Experience (Performance Marketing)

The Role 
Unlock Health is seeking a passionate and results-driven Director, Client Experience to be part of our growing performance marketing client experience team. This role is crucial in managing relationships with our clients, executing engagements flawlessly, coordinating internal team members, and assisting in retaining and growing accounts through upsell and cross-sell opportunities. The ideal candidate will have a good understanding of account management principles, our clients' business needs, digital marketing and as it pertains to achieving results, and our service offerings. 

What You’ll Do

• Manage client relationships by leading the day-to-day activities of multiple client accounts of varying complexing and size, with some oversight
• Advanced skillset and ability to lead client accounts with minimal oversight, managing communications with clients and delivering excellent customer service
• Utilize experience and skills to engage in high-level client interactions, strategic planning, account growth strategies and ensure team’s adherence to best practices and performance standards
• Develop and drive timelines, ensuring the internal team hits all defined milestones
• Possess fluency when it comes to representing our capabilities and services, and how to apply them to clients’ needs
• Communicate client needs and relevant context with the internal client experience team in a clear and timely manner
• Collaborate with internal account teams to develop and execute marketing campaigns, digital strategies, and other initiatives that support client objectives
• Manage clients’ budget and partner with Campaign Ops team in developing and delivering reports to clients
• Monitor status of work against expectations, timelines, and budget to ensure we are delivering work as we have promised to clients
• Identify and raise potential issues or barriers that may be putting work or client relationships at risk
• Serve as a primary point of contact and trusted advisor for clients, ensuring timely and effective communication and issue resolution
• Maintain a basic understanding of industry trends, competitive landscape, and regulatory requirements that impact client business
• Manage a book of business of 6-8 client accounts, which can vary depending on size and complexity
• Position may include people management of junior-level account managers

Ideal Qualifications

• Bachelor’s degree in business, marketing, or related field
• 7+ years of experience in account management, client services, or related field
• Experience in the healthcare industry required
• 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 

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. 

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 compan