Digital Management Account Supervisor
Marcus Thomas
Digital Management Account Supervisor
Marcus Thomas
Marcus Thomas is one of the leading independent advertising and marketing agencies in the United States, and we're independent again on purpose. We bought ourselves back from private equity so our clients and our people come before shareholders. We're 200+ people who work with fewer layers and less bureaucracy, focused on one goal: turning chaos into clarity, built around each client's problem.
We do the work ourselves, with real judgment and real people. We roll up our sleeves, ask a better question, figure it out, and stay in it for the long term. We have offices in Cleveland and Cincinnati, Ohio; Buenos Aires, Argentina; and Santiago, Chile, and work across creative, media, public relations, social, digital strategy and technology.
Marcus Thomas offers a hybrid work environment for employees located near our Buenos Aires or Santiago the Chile offices.
Candidates must have an established primary residence in an approved state before an offer can be issued. We can't issue an offer based on a planned future move without a valid address.
Travel to San Diego is expected at least twice annually. (USA VISA is required)
As a Digital Management Account Supervisor, you'll serve as the primary account management lead for a global healthcare technology client, independently owning a significant digital relationship with opportunities to grow. You'll guide the client strategically, oversee multiple digital workstreams across client and agency teams, and manage the account's budgets, scope, forecasts and profitability. The portfolio spans websites and CMS platforms, CRM, email marketing and marketing automation, digital analytics and related programs. You'll think strategically but stay close to the details, learning the client's business, platforms, processes and challenges well enough to lead productive conversations and make informed recommendations. Business analysis skills are central to how you'll work: asking the right questions, uncovering the real need behind a request and turning it into clear direction for delivery teams. This is a senior individual contributor role with significant ownership and influence across a complex global account.
· Serve as the primary account management lead, independently owning the client relationship and building strong connections with stakeholders across the client's organization.
· Act as a trusted advisor rather than an order taker, sharing a clear point of view and guiding decisions grounded in the client's goals, business and digital ecosystem.
· Maintain account health, satisfaction and retention by communicating priorities, recommendations, decisions, risks and next steps clearly and managing escalations before they affect the relationship or quality of delivery.
· Lead client discovery conversations with curiosity, asking thoughtful questions to understand the business problem behind each request and the needs underneath it.
· Gather and organize business requirements, then translate them into clear, actionable briefs and documentation, such as functional requirements, process flows or acceptance criteria, for delivery teams.
· Identify risks, assumptions, opportunities and possible solutions, challenge assumptions when needed, and confirm that proposed solutions stay aligned with agreed scope and intended business outcomes.
· Oversee the account's digital workstreams, including websites and CMS, CRM, email marketing and marketing automation, and digital analytics, partnering with project management to align priorities, dependencies, scope, timelines and resources.
· Give creative, experience and technology teams the business context, requirements and success criteria they need from discovery through execution, maintenance and support.
· Identify scope changes and delivery risks early, explain impacts on timing, cost and approach, and help confirm that completed work meets agreed requirements.
· Own account financial management, including budgets, scope, forecasts and profitability, to protect both client value and agency health.
· Identify opportunities for account growth and support new business by leading early client conversations, shaping solutions and partnering with specialists on estimates and statements of work.
· Stay current on CMS, CRM, marketing automation, analytics and related digital trends, including Salesforce Marketing Cloud and Data Cloud, and connect relevant capabilities to client needs.
WHAT SUCCESS LOOKS LIKE
Within 3 months
· Understand the client's business and digital ecosystem, build key client and internal relationships, and begin taking ownership of digital initiatives and client conversations.
Within 6 months
· Independently lead the client relationship and routine discovery conversations, understand the client's CMS, CRM and broader digital environment, and coordinate digital priorities and requirements across teams.
Within 12 months
· Serve as the established account management owner for the digital portfolio, demonstrate strong financial and operational oversight, improve client satisfaction and account health, and identify opportunities for account growth.
· Seven or more years of relevant experience in digital account management or digital client services within an agency, consultancy or comparable digital delivery environment.
· Experience independently managing complex client relationships and significant digital engagements.
· Experience coordinating multiple digital workstreams with cross-functional teams across digital strategy, technology, project management and account services.
· Experience navigating the complexities of digital programs in a regulated industry, such as healthcare, medical technology or financial services.
· Confidence leading client conversations, presenting recommendations and sharing a clear point of view with senior stakeholders, backed by sound judgment and professionalism.
· Experience leading client discovery and gathering, organizing and documenting business requirements.
· A naturally curious, problem-solving mindset, with the ability to think on your feet, ask the right questions and uncover the need behind a request.
· Ability to translate client needs into clear briefs and documentation, such as requirements, functional specifications, process flows or acceptance criteria, for creative, technology and project teams.
· Experience identifying risks, assumptions and scope impacts, and helping clients and delivery teams make informed decisions.
· Working knowledge of websites and CMS platforms, CRM, email marketing and marketing automation, and digital analytics, with enough depth to lead discussions, ask informed questions and work effectively with technical delivery teams. Hands-on development skills aren't required.
· Experience contributing to estimates and statements of work, including the documentation of scope, requirements, assumptions and deliverables.
· Experience working within structured project approaches such as Agile, Lean or Waterfall and collaborating through discovery, execution, maintenance and support.
· Strong organization and attention to detail, with the ability to anticipate challenges and manage competing priorities in a complex client environment.
· A bachelor's degree in business, communication, marketing, digital or a related field, or an equivalent combination of education and relevant professional experience. What matters most is demonstrated depth, judgment and growth, not the specific path that produced it.
These qualifications may help someone ramp up more quickly, but they aren't required for consideration.
· MedTech industry or healthcare marketing experience.
· Experience with patient and healthcare provider audiences.
· Experience supporting global digital accounts.
· Experience with Salesforce Marketing Cloud, Data Cloud or another CRM and marketing automation platform.
· Community: Teach, learn and treat our clients like part of the team.
· Accountability: Own your work and our process.
· Respect and collaboration: Listen as well as you speak; clear is kind.
· Inspired thinking: Stay curious, think critically and welcome new ideas.
· Diversity: Respect each other's authenticity and points of view.
· Make work play: Lift each other, celebrate wins and find moments of magic in the work.
Our process usually includes a recruiter conversation, an interview with the hiring manager, conversations with members of our account and delivery leadership, and a final decision. A member of our Latin America leadership team may also participate to support global team alignment.
We may use AI-assisted tools to help organize applications and, with your consent, transcribe interviews. You can opt out of either without affecting your candidacy, and AI never makes the hiring decision; our team does.
If you need an accommodation at any point in the process, contact the Talent Team. It won't affect your consideration.
Marcus Thomas is an equal opportunity employer. We welcome applicants of every background and make employment decisions without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, marital status, or any other status protected by applicable law. We're glad to provide accommodations during the hiring process.
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