Client Services Director, Cramer Health

Cramer•Norwood, MA

2d•Onsite

About The Position

The Client Services Director role blends deep client relationship management with strategic multi-channel marketing expertise. A champion of the client-agency relationship, the Client Services Director delivers on the client’s business objectives through thoughtful assessment of needs, development of effective strategies, and flawless execution of related initiatives. The Client Services Director manages their day-to-day activities with autonomy and reports to the SVP of Client Services. In this role, you will serve as a key liaison between our agency and your clients and are accountable to the success of the relationship across your assigned portfolio. You are responsible for nurturing relationships, driving account growth, and devising solutions aligned to the client’s strategic imperatives and business objectives. You’ll work closely with other Client Services, Creative, and Operations team members to deliver impactful programs for our healthcare clients. As an effective Client Services Director, you are energized by and confident in your abilities to consistently deliver on core accountabilities. Cramer is a brand experience and content marketing agency that blends strategy, creative, and production to engage audiences and drive business growth. Cramer Health is a specialty division focused on healthcare clients, building and nurturing patient communities, driving patient adherence, and enhancing the patient and provider experience through innovative content marketing and optimal-channel engagement.

Requirements

Client and brand knowledge
Advertising / marketing / account management acumen
Excellent interpersonal and listening skills
Exercise good judgment and decision-making acumen
Works well in a team and is independently productive
Ability to independently solve complex problems
Experience developing talent
Manages time well
Excellent communication and presentation skills; deliver polished presentations that educate and engage
Demonstrates commitment to the client, passion for the brand and creative product
Receptive to developing new and strengthening existing skills
Knows when to ask for help
In-depth understanding of healthcare and ‘speaks the language’
Knowledge of the U.S. and global pharmaceutical, medical device, and/or diagnostics markets
Demonstrated success in managing and growing complex accounts and senior-level client relationships
Proven track record in developing and delivering on integrated marketing strategies with measured outcomes in a highly regulated environment
Expertise with muti-channel marketing approaches (email, SMS, web, direct mail, print, media, social, events, experiential)

Responsibilities

Develop and maintain harmonious client relationships
Manage frequent written and verbal contact with clients
Accurately interpret client commentary and communicate cross-functionally
Seek opportunities to overcome challenges and continually strengthen quality of client relations
Recognize achievements, celebrate successes, and objectively assess opportunities for improvement with the client and internal teams
Thoroughly understand your client’s product / service, brand positioning, and strategic objectives
Familiar with common market research methodologies; able to interpret pertinent findings and translate to insights
Translate client needs, strategic objectives and insights into actionable, optimal channel, integrated, measurable plans
Ensure all strategies, initiatives, and client direction support the brand positioning and strategic objectives; challenge those that do not
Demonstrate passion for your client’s brand and commitment to maximizing its success
Collaborate with leadership on new ideas aligned with client interests and business needs
Understand and appropriately use agency tools, resources and supports
Devise and deliver recommendations that align with agency competencies, aspirations, and business objectives
Represent agency POV
Handle objections professionally and appropriately defend agency position and work products