Full-Time Client Experience Manager

The Role Unlock Health is seeking a passionate and results-driven Manager/Senior Manager to be part of our growing performance marketing client experience team. As a Manager/Senior Manager, you will be responsible for supporting a Director and other client experience team members in managing and deepening relationships with our clients, executing engagements flawlessly, coordinating internal team members, and retaining & growing accounts through upsell & cross-sell. 

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

What You’ll Do

• Manage client relationships by leading the day-to-day communications with clients and delivering excellent customer service
• 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 relationship(s) at risk
• Assist in serving 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

Ideal Qualifications

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