Director, Client Management

About the Role

This leadership position is focused on enhancing client satisfaction, retention, and long-term partnerships by leading a high-performing client relationship team. The Director acts as a strategic collaborator with clients to understand and address their needs effectively. Close cooperation with sales, operations, and product teams is essential to nurture customer relationships and drive company growth. The role encompasses overseeing team leadership, executing customer success strategies, managing operational workflows, and maintaining executive communications. Key responsibilities include developing scalable procedures, refining client experiences, and identifying avenues to expand client partnerships.

Key Responsibilities

• Oversee daily operations, team performance, and professional growth within the client management group to ensure outstanding customer service.
• Design and refine client management frameworks, including processes, tools, documentation, playbooks, and account strategies.
• Collaborate with sales, operations, and product departments to resolve issues and deliver client-centric solutions.
• Analyze client service metrics and team outcomes to detect areas for enhancement.
• Foster trusted partnerships with major clients to boost engagement, satisfaction, and retention rates.
• Gain comprehensive insights into client workflows, challenges, and goals to provide customized support.
• Lead strategic discussions and account planning sessions with key stakeholders regularly.
• Maintain thorough tracking of account concerns and coordinate prompt resolution efforts internally.
• Serve as the escalation point for complex client issues or urgent service disruptions.
• Work alongside solution specialists to align clients with suitable products and services.
• Provide leadership with updates regarding strategic accounts, market trends, and growth prospects.

Candidate Requirements

• Bachelor’s degree or equivalent professional experience.
• Minimum of 12 years professional experience, including at least 4 years in leadership roles focused on planning, communication, organization, and team development.
• At least 3 years in client-facing service roles such as Customer Success, Account Management, IT services, or software sectors.
• Preferred experience with healthcare technology, healthcare IT, or related fields.
• Strong project management capabilities to manage complex scenarios and achieve outcomes effectively.
• Proficient in communicating with senior leadership, including VP and C-level executives.
• Excellent skills in relationship building, problem solving, analysis, and strategic thinking.
• Familiarity with Microsoft Office Suite, CRM platforms like Salesforce or equivalents, NetSuite, and Jira is advantageous.

Compensation and Benefits

• Annual salary ranging between 108000 and 135000 USD.
• Fully remote work format with flexibility to work from any location.
• Unlimited paid time off (PTO) policy.
• Extensive benefits package focusing on employee health and wellness.
• Access to wellness programs and resources.
• Opportunities for career growth and educational support.
• Inclusive employee resource groups and workplace diversity initiatives.
• Progressive parental leave benefits.
• Employee referral bonus system.
• Causal and adaptive workplace environment.

Additional Information

This hiring is managed by a partner company that handles application review and subsequent recruitment steps. The company uses AI-driven tools to ensure unbiased candidate matching and evaluation, but final hiring decisions are made by humans. Applicants’ personal data will be processed according to applicable data privacy laws, including GDPR, with rights to access, rectify, or erase data. Candidates interested in more details about data handling or the hiring process may request information directly.