Who You AreAs Client Experience Manager, you are the driving force behind our day-to-day client relationships and delivery across a portfolio of healthcare accounts. In this role, you'll lead web development, redesigns, optimizations, integrations, content enhancements, and ongoing maintenance-serving as the central bridge connecting our clients with strategy, creative, UX, content, analytics, project management, and technology teams. You are a natural translator who turns complex business and marketing goals into clear priorities and high-impact digital solutions.
As a trusted advisor in this role, you are the anchor for expanding our client partnerships. You'll guide healthcare leaders in tying their digital ecosystems into larger, cohesive marketing efforts-leveraging your strategic sharp-mindedness to uncover growth opportunities that elevate patient acquisition, deepen engagement, and drive long-term brand success.
Must be available and willing to travel for in-person collaboration and client meetings as needed.
What You'll Do:- Own day-to-day client relationships across a portfolio of web development and ongoing website maintenance accounts, building trust and developing a strong understanding of each client's organization, priorities, and healthcare market.
- Lead website builds, redesigns, enhancements, integrations, migrations, and optimization initiatives from discovery and requirements gathering through launch and post-launch support, ensuring consistent quality and follow-through.
- Translate client business and marketing objectives into clear briefs, scopes, requirements, priorities, and strategic recommendations for cross-functional delivery teams.
- Partner closely with project management, strategy, creative, content, UX/UI, analytics, SEO, media, and engineering teams to establish timelines, manage dependencies, and deliver high-quality work.
- Manage ongoing maintenance roadmaps and intake processes, taking ownership of planned enhancements, content updates, technical needs, urgent requests, and long-term site performance.
- Guide client conversations on digital strategy, user experience, content, analytics, SEO, conversion, accessibility, and platform considerations while building fluency across Unlock Health's broader capabilities and bringing in subject-matter experts as needed.
- Maintain visibility into scope, budgets, utilization, revenue, and forecasting; partner with senior leaders to protect account health and address delivery or financial risks early.
- Monitor client satisfaction and engagement health, respond to client needs with empathy, communicate status and tradeoffs clearly, and proactively resolve issues that could affect delivery or the relationship.
- Develop account strategies and identify organic growth opportunities that connect clients' web priorities to broader integrated marketing objectives; support proposals, scopes, and account plans that expand the partnership.
What You Bring:- Bachelor's degree in business, marketing, communications, or a related field, or equivalent practical experience.
- 3+ years of client services, account management, digital project leadership, or related agency or consulting experience.
- Demonstrated experience leading client-facing website development, redesign, migration, optimization, or ongoing maintenance engagements from intake through delivery.
- Working knowledge of digital delivery concepts, including CMS platforms, technical integrations, UX/UI, content workflows, analytics, SEO, accessibility, quality assurance, and web performance.
- Experience coordinating multidisciplinary teams and translating between client stakeholders, marketers, strategists, designers, developers, and project managers.
- Strong client communication, presentation, and problem-solving skills, with the ability to set expectations, navigate ambiguity, manage competing priorities, and influence decisions.
- Experience managing scopes, budgets, timelines, account health, and growth opportunities; healthcare marketing or health system experience is preferred.
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
- Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
- Employee Referral Program
