Director, Client Experience
Unlock Health
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • United States
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Job Level
About the role
- 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, manages communications with clients and delivering excellent customer service
- Utilizes experience and skills to engage in high-level client interactions, strategic planning, account growth strategies and ensuring 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 relationship(s) 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 dependent on size and complexity
- Position may include people management of junior level account managers
Requirements
- 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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementstrategic planningbudget managementmarketing campaignsdigital strategiesperformance standardsreporting
Soft Skills
communicationinterpersonal skillsproblem-solvingclient relationship managementleadershipcollaborationcustomer serviceissue resolution
Certifications
Bachelor’s degree