Sr. Information Services Account Manager, Social Marketing

WHO WE ARE: At Fors Marsh, we take on issues that matter. We are a team of researchers, advisors, and communicators working together to shape the systems that shape our lives. We look at human behavior from all angles to design targeted solutions that influence decision-making and move people to action. We are committed to the problem, not just the project, and we are intentional about taking on work and forming partnerships that balance purpose, people, planet, and profit. We are a certified B Corporation, a Just employer, and a 2019-2024 Top Workplace. We hold ourselves accountable to the values that have always defined us. And those values drive us to be the best possible versions of ourselves-for each other, our communities, our clients, and the world.

WHO WE ARE LOOKING FOR: Fors Marsh is seeking a highly specialized manager to guide Information Services on behalf of federal government agencies, including those of the U.S. Department of Health & Human Services. This individual would work closely with multifaceted project teams. This job is best suited for an individual with direct experience supporting fast-paced, deadline driven government health communications contracts.

Responsibilities include:

• Develop and implement processes for handling written inquiries in English and Spanish efficiently and effectively. Monitor and optimize workflows to enhance productivity.
• Address complex or escalated inquiries when required. Maintain high standards of customer service and satisfaction.
• Track and analyze inquiry trends, response times, and customer feedback. Use data to identify areas for improvement and implement changes as needed.
• Prepare and present regular reports on inquiry response metrics and customer satisfaction to client monthly.
• Ensure that all responses are accurate, complete, and in line with Institute policies. Conduct regular audits of responses and provide feedback for improvement.
• Proficiency with call management and inquiry management systems.
• Perform additional duties or responsibilities that may be assigned by Program Managers.

Qualifications:

• Bachelor’s or Master’s degree in public health or library science.
• A minimum of 10 years of experience in information services support and management.
• Excellent communication and interpersonal abilities.
• Proficient in data analysis and reporting tools.
• Ability to handle complex and sensitive inquiries with professionalism.
• Strong problem-solving skills and attention to detail.
• Strong strategic thinking, problem-solving, and decision-making skills.
• Must be a U.S. Citizen and consent to a full background check due to our federal contract requirements.
• Applicants may be subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.

We Offer:

Our benefits typically meet or exceed our competitors’ packages. Ways we are unique?

• Ability to make an impact on people’s lives, both internal and external to the organization.
• Top-tier health, dental, vision, and long and short-term disability coverage all covered at 100% for employee coverage.
• Remote work.
• Our company culture, which values balance and allows each employee to take leave as they require it to balance the responsibilities of both their work and home lives without worrying about depleting their available leave hours.
• We provide a floating holiday bank so you can celebrate the days you value.
• Generous matching retirement contributions and no vesting period starting the third month of employment.
• Dedicated training and development budgets to expand your expertise and grow your skillset.
• You can volunteer your way with paid time off.
• You can participate in Fors Marsh staff-led affinity groups.
• Our employees receive product and service discounts through the certified B Corp network.

Salary: $105,000 - $130,000

FM Career Map: Senior Account Manager II

Location: Remote, United States Residents only

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.