Digital Account Management Supervisor

Marcus Thomas LLC • Cincinnati, OH

9d • $100,000 - $110,000

About The Position

As a Digital Account Management Supervisor, you will serve as the primary account management lead for a global healthcare technology client, independently owning a significant digital relationship with opportunities for growth. You will guide the client strategically, oversee multiple digital workstreams across client and agency teams, and manage budgets, scope, forecasts and profitability. The portfolio spans websites and CMS platforms, CRM, email marketing and marketing automation, digital analytics and related programs.

This senior individual contributor role combines strategic leadership with close attention to delivery details. You will learn the client's business, platforms, processes and challenges so you can lead productive conversations and make informed recommendations. Business analysis is central to the role: you will ask questions to uncover the needs behind requests and turn those needs into clear direction for delivery teams.

Success involves building trusted client relationships; translating business needs into actionable requirements and briefs; coordinating creative, experience and technology teams from discovery through execution, maintenance and support; protecting account and agency financial health; and identifying opportunities for account growth. Relevant digital trends include CMS, CRM, marketing automation and analytics, including Salesforce Marketing Cloud and Data Cloud.

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 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, supported by sound judgment and professionalism.
• Experience leading client discovery and gathering, organizing and documenting business requirements.
• A curious, problem-solving mindset and ability to think on your feet, ask effective 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 sufficient to lead discussions, ask informed questions and work effectively with technical delivery teams. Hands-on development skills are not required.
• Experience contributing to estimates and statements of work, including documentation of scope, requirements, assumptions and deliverables.
• Experience with structured project approaches such as Agile, Lean or Waterfall and collaboration across 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.
• Bachelor's degree in business, communication, marketing, digital or a related field, or an equivalent combination of education and relevant professional experience.

Nice To Haves

• 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.

Responsibilities

• Serve as the primary account management lead and independently own the client relationship, building connections with stakeholders across the client's organization.
• Act as a trusted advisor by providing informed recommendations, challenging assumptions when appropriate, and helping clients make decisions that support their business goals.
• Maintain account health, satisfaction and retention through clear communication of priorities, recommendations, decisions, risks and next steps, and manage escalations proactively.
• Lead client discovery conversations to understand the business problem and needs behind requests.
• Gather and organize business requirements and translate them into actionable briefs and documentation, such as functional requirements, process flows and acceptance criteria.
• Identify risks, assumptions, opportunities and possible solutions; challenge assumptions when needed; and confirm proposed solutions align with scope and intended business outcomes.
• Own the financial health of the digital client engagement, managing budgets, scope, forecasts and profitability while identifying opportunities for long-term account growth.
• Provide creative, experience and technology teams with business context, requirements and success criteria from discovery through execution, maintenance and support.
• Identify scope changes and delivery risks early, explain their impacts on timing, cost and approach, and help confirm completed work meets agreed requirements.
• Support new business and account growth 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.
• Build understanding of the client's business and digital ecosystem, establish client and internal relationships, and progressively take ownership of initiatives, conversations, priorities and requirements.
• Demonstrate financial and operational oversight, improve client satisfaction and account health, and identify account growth opportunities.

Benefits

• Flexible time-off policy; most employees take approximately four to six weeks annually.
• Twelve weeks of fully paid parental leave.
• Medical, dental and vision coverage, plus telemedicine and behavioral health resources.
• Wellness and creative stipends, phone plan support and partner discounts.
• 401(k) with company contributions.
• Student loan repayment support and college savings options.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior