Client Services Manager, Cramer Health

Client Services Manager – Cramer Health

The Client Services Manager role blends client relationship management with multi-channel marketing executional expertise. A central figure in managing the relationships with clients, the Client Services Manager is accountable to maintaining a clear understanding of the needs, expectations, and working style of the clients and ensuring flawless execution of related initiatives. The Client Services Manager performs their day-to-day activities with frequent collaboration among cross-functional teams and reports to the SVP of Client Services.

In this role, you will serve as the communication bridge between clients and internal teams and are accountable to the satisfaction of clients across your assigned portfolio. You are responsible for nurturing relationships, recognizing opportunities for account growth, and ensuring on-time, quality execution of solutions aligned to the client’s strategic imperatives and business objectives. You’ll work closely with other Client Services, Creative, Digital, Production, and Operations team members to deliver impactful programs for our healthcare clients.

As an effective Client Services Manager, you are energized by and confident in your abilities to consistently deliver on core accountabilities.

Client Relations:

• Develop and maintain harmonious client relationships
• Manage high volume, timely, daily written and verbal contact with clients
• Accurately interpret client commentary and communicate cross-functionally
• Continually strengthen quality of client relations through objective assessment of opportunities for improvement with the client and internal teams

Multi-channel Project / Program Execution:

• Thoroughly understand your client’s product / service, brand positioning, and strategic objectives
• Understand the translation of marketing strategy to tactical execution
• Ensure all strategies, initiatives, and client direction support the brand positioning and strategic objectives; challenge those that do not
• Adept at preparing and delivering internal and client-facing communications
• Manage daily interactions of varying modality, scope and complexity
• Develop client-facing creative briefs
• Prepare for and lead effective and efficient kick-off, internal and client review meetings
• Ensure timely and clear exchange of deliverables, considerations and ideas through email, voice/video calls and live meetings; use the best communication method for a given situation
• Actively listen and accurately translate client feedback to internal teams and vice-versa
• Support Senior-level team members in preparing for and facilitating brand planning sessions, strategic workshops, and meetings of higher complexity
• Build and maintain collaborative partnerships across the broader internal teams to keep the work moving on time, on budget and on strategy
• Understand and appropriately use agency tools, resources and supports

Agency Interests:

• Collaborate with leadership on new ideas aligned with client interests and business needs
• Represent agency POV
• Handle objections professionally and appropriately defend agency position and work products
• Support leadership team in pursuing opportunities for account growth

Fundamentals:

• Client and brand knowledge
• Advertising / marketing / client 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 problems of moderate complexity; seeks support when needed
• Manages time well
• Excellent communication and presentation skills
• Exceptional attention to detail and organizational acumen
• 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

• 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 client relationships
• Competency with muti-channel marketing approaches (email, SMS, web, direct mail, print, media, social, events, experiential)

• Medical, Dental & Vision Insurance
• Health Savings Account with employer contribution
• 401(k) with company match
• Profit Share Bonus Plan
• Life Insurance
• Paid Time Off & Paid Holidays
• Family Leave
• Short-Term & Long-Term Disability
• Tuition Reimbursement
• Wellness Resources, including discounted Lifetime Fitness membership
• Generous onsite café