Digital Account Management Supervisor

Community of Practice: Digital Account Management

Primary Solution Group: Digital Ecosystems

Reports To: SVP, Web Application & Development / Partner

Location: Cleveland or Cincinnati, OH (hybrid), or remote in an approved state (FL, MI, NC, PA, TN, TX)

Employment Type: Full-time, Salaried

Compensation: $100,000–$110,000 annually

Who Is Marcus Thomas?

Marcus Thomas is one of the leading independent advertising and marketing agencies in the United States, and we're independent again on purpose. We bought ourselves back from private equity so our clients and our people come before shareholders. We're 200+ people who work with fewer layers and less bureaucracy, focused on one goal: turning chaos into clarity, built around each client's problem.

We do the work ourselves, with real judgment and real people. We roll up our sleeves, ask a better question, figure it out, and stay in it for the long term. We have offices in Cleveland and Cincinnati, Ohio; Buenos Aires, Argentina; and Santiago, Chile, and work across creative, media, public relations, social, digital strategy and technology.

Location and Work Arrangement

Candidates who live near a Marcus Thomas office are preferred because our team collaborates in a hybrid model. Remote candidates in Ohio or an approved state are also welcome to apply and will be fully considered. Work arrangement is based on the candidate's established primary residence at the time of offer.

• Cleveland: Employees in the Cleveland area work from the Cleveland office each Wednesday and one additional day per week based on team needs.
• Cincinnati: Employees in the Cincinnati area work from the Cincinnati office each Wednesday and one additional day per week based on team needs.
• Remote: Employees elsewhere in Ohio or in an approved state may work remotely.
• Approved remote states: Florida, Michigan, North Carolina, Pennsylvania, Tennessee and Texas.

Candidates must have an established primary residence in an approved state before an offer can be issued. We cannot issue an offer based on a planned future move without a valid address.

Travel: This role requires occasional travel to San Diego, California, at least twice per year for client meetings and collaboration.

Employment Eligibility

Candidates must be legally authorized to work in the United States. Marcus Thomas is unable to provide employment visa sponsorship for this position now or in the future.

About the Role

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

You'll think strategically but stay close to the details, learning the client's business, platforms, processes and challenges well enough to lead productive conversations and make informed recommendations. Business analysis skills are central to how you'll work: asking the right questions, uncovering the real need behind a request and turning it into clear direction for delivery teams. This is a senior individual contributor role with significant ownership and influence across a complex global account.

Key Responsibilities

Account Management and Client Partnership

• 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.

Business Analysis and Requirements

• 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.

Project and Cross-Functional Delivery

• Oversee the account's digital workstreams, including websites and CMS, CRM, email marketing and marketing automation, and digital analytics. Partner with project management to align priorities, dependencies, scope, timelines and resources.
• 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.

Growth and Financial Stewardship

• 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.
• 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.
• 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.

What Success Looks Like

Within 3 Months

Understand the client's business and digital ecosystem, build key client and internal relationships, and begin taking ownership of digital initiatives and client conversations.

Within 6 Months

Independently lead the client relationship and routine discovery conversations, understand the client's CMS, CRM and broader digital environment, and coordinate digital priorities and requirements across teams.

Within 12 Months

Serve as the established account management owner for the digital portfolio, demonstrate strong financial and operational oversight, improve client satisfaction and account health, and identify opportunities for account growth.

Required Qualifications

Account Management Experience

• 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.

Business Analysis Experience

• 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.

Digital and Project Experience

• 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.
• Experience contributing to estimates and statements of work, including the documentation of scope, requirements, assumptions and deliverables.
• Experience working within structured project approaches such as Agile, Lean or Waterfall and collaborating through 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.

Education or Equivalent Experience

• A bachelor's degree in business, communication, marketing, digital or a related field, or an equivalent combination of education and relevant professional experience. What matters most is demonstrated depth, judgment and growth, not the specific path that produced it.

Preferred Qualifications

These qualifications may help someone ramp up more quickly, but they aren't required for consideration.

• 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 Highlights

• 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.

Team Values

At Marcus Thomas, our values shape how we work with each other and with our clients.

Community – We contribute to the growth of our agency, our industry and our communities.

Accountability – We show up, keep our word, and take ownership of our work and results.

Collaboration – We lead with empathy, listen actively and value every voice.

Curiosity – We stay curious, ask questions and bring new ideas to the table.

Diversity – We respect and celebrate different perspectives because they make the work stronger.

Make Work Play – We bring energy, creativity and joy into everything we do.

Our Hiring Process

Our hiring process helps us learn about your experience while giving you a clear understanding of the role, team and agency. It typically includes an initial recruiter conversation, a hiring manager interview, a team or leadership interview, and final selection.

We may use AI-assisted tools to help organize and review application materials. These tools may compare résumé information with job qualifications and highlight relevant experience for our recruiting team. Candidates may opt out of AI-assisted résumé screening when applying.

With candidate consent, we may use AI-assisted tools to record and transcribe interviews. Candidates may opt out of recording or transcription at any stage without affecting their consideration.

AI tools don’t make hiring decisions. Our recruiting and hiring teams review candidate information and decide who moves forward.

Diversity, Equity & Inclusion

At Marcus Thomas, different perspectives strengthen our teams and our work. We’re committed to fair access to opportunity and an environment where employees can contribute, develop and succeed.

We encourage applications from people with a wide range of identities, experiences and backgrounds, including those historically underrepresented in advertising and marketing.

Marcus Thomas provides equal employment opportunities to all qualified applicants and employees. Employment decisions are made without regard to any status protected by applicable law.