Associate Manager, 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.

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

The Role: 

Unlock Health is seeking a passionate and results-driven Associate Manager, 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: 

• Support Client Experience team and client needs to include reporting, data, budgets. 
• Support on project need basis can include note taking administrative work, research, deck etc.
• Facilitate and manage day-to day activities with a small book of business with oversight.
• 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 healthcare marketing campaigns inclusive of brand and service lines to drive digital strategies, and other initiatives that support client objectives 
• Work with teams in delivering digital marketing specifically in how it pertains to performance, CPL, patient acquisition and ROI for a client. 
• 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
• 0-3 years of experience in account management, client services, or related field
• Experience in the healthcare industry required can consist of hospitals, senior living or behavioral health
• Experience in digital marketing space SEM, SEO, Website development
• Experience with data & technology experience, inclusive of knowledge of SAAS products, analytics and CRM integration preferred
• 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 

About Unlock: 
Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing. 

We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here. 

Equality Opportunity Employer Statement 
Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 

For internal coding use only: Performance Marketing/Client Experience/CoGs