Director, Client Experience

Who You Are

As Director, Client Experience, you lead a portfolio of healthcare client partnerships and the Client Experience teams supporting them. You’ll guide integrated marketing plans, campaigns, and projects across multiple workstreams and lines of business, connecting client priorities with the expertise of our media, strategy, creative, content, digital, and analytics teams.

You understand what matters to healthcare leaders and translate their priorities into recommendations that move their business forward. You build lasting relationships with senior stakeholders, help teams navigate complex engagements, and ensure our work delivers on its promises.

Must be available and willing to travel for key meetings and in-person collaboration as needed.

What You’ll Do

• Lead a portfolio of client accounts of varying size and complexity, with accountability for client satisfaction, retention, growth, financial performance, and team development.
• Own client relationships and day-to-day communications, building trust with senior leaders and translating their business priorities into account strategies, integrated marketing plans, and actionable recommendations.
• Partner with cross-functional leaders to develop, present, and execute campaigns, media plans, creative production, SEO, website and content development, analytics, and other services that support client goals.
• Guide the Client Experience teams supporting your accounts, setting clear priorities, coaching team members, and providing actionable feedback that builds their skills and improves delivery.
• Oversee pricing, scopes, budgets, and billing; partner with Client Finance and CX leadership on revenue forecasting, financial performance, and account health.
• Work with project management to track timelines, milestones, and dependencies; use reporting and analytics to assess results and recommend adjustments to campaigns and ongoing work.
• Anticipate delivery, financial, and relationship risks; communicate tradeoffs clearly, resolve issues across client and internal teams, and escalate when needed.
• Develop organic growth plans and lead upsell and cross-sell opportunities, connecting client needs with Unlock’s capabilities and guiding proposals that expand the partnership.
• Contribute to new business pitches and agency growth efforts, explaining how Unlock’s services address prospective clients’ challenges.
• Stay informed about healthcare trends, competitors, and regulatory requirements that affect client priorities and marketing decisions.

What You Bring

• Bachelor’s degree in business, marketing, or a related field.
• 7+ years of experience in account management, client services, or a related field.
• Demonstrated ability to lead complex client accounts and integrated marketing engagements across multiple disciplines and workstreams.
• Track record of developing client strategies and presenting recommendations to senior stakeholders that support client goals.
• Proficiency in managing pricing, scopes, budgets, billing, and revenue forecasts to guide account decisions.
• Success developing account growth plans, retaining clients, and expanding partnerships.
• Background in leading and mentoring client service teams, coordinating cross-functional partners, and resolving delivery or relationship challenges.
• Ability to set expectations, navigate competing priorities, and explain recommendations and tradeoffs clearly to clients and internal teams.
• Healthcare industry knowledge and familiarity with Salesforce and/or Workfront are preferred.
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Perks and Benefits

• Competitive Salary
• Health, dental, and vision benefit packages to fit a range of lifestyles
• Life, short- and long-term disability insurance paid 100% by the company
• FSA and HSA options
• 401(k) with a generous company match program
• Flexible paid time off (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