Digital Account Management Supervisor

Responsibilities

• Serve as the primary account management lead, independently owning the client relationship and building strong connections with stakeholders across the client's organization.
• Serve as a trusted advisor, providing informed recommendations, challenging assumptions when appropriate and helping clients make decisions that support their business goals.
• 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.
• Own the financial health of a significant digital client engagement, managing million dollar budgets, scope, forecasts and profitability while identifying opportunities to support long-term account growth.
• 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.
• 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.

Requirements

• 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.

Preferred

• 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.

Benefits

• - Time Off: A flexible time-off policy, with most employees taking approximately four to six weeks annually.
• - Family Support: Twelve weeks of fully paid parental leave.
• - Health and Wellness: Medical, dental and vision coverage, plus telemedicine, behavioral health resources.
• - Lifestyle Support: Wellness and creative stipends, phone plan support and partner discounts.
• - Financial Benefits: A 401(k) with company contributions, student loan repayment support and college savings options.