Director, Client Management – Client Relationship

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee a team that acts as the main post-sale contact for clients, focusing on enhancing client retention and satisfaction with the organization's offerings.

• Work closely with sales, operations, and product teams to meet client requirements and facilitate strategic business expansion.

• Direct the client relationship team to provide outstanding service, increase client engagement, and uncover opportunities for relationship growth.

• Examine client data and competitor activities to ensure ongoing value delivery and client contentment.

• Supervise the daily operations and performance of the client relationship team to guarantee prompt and effective client assistance.

• Establish and uphold standardized tools, processes, and documentation to improve the client experience using best practices such as customer playbooks, value propositions, and account plans.

• Collaborate with internal teams to resolve issues and foster a customer-centric culture.

• Monitor, analyze, and report on client service metrics and team performance.

• Build robust relationships with designated customers to enhance engagement, satisfaction, and retention.

• Acquire insights into company offerings and the specific HIT requirements and workflows of assigned clients.

• Conduct regular status and planning meetings with key accounts to track progress towards objectives.

• Identify and document client challenges and work internally to create and implement solutions.

• Keep a structured issue log for each account and coordinate resolution efforts with internal resources.

• Act as a primary escalation point during significant client issues or outages.

• Partner with solution specialists to match clients with the appropriate mix of services and products.

• Provide timely and clear updates on high-value accounts to leadership.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 12 years of professional experience.

• At least 4 years of diverse leadership, planning, communication, organization, and people motivation skills (or equivalent experience).

• Experience in the healthcare sector is advantageous.

• Minimum of 3 years of experience in a client-facing role within a service organization—preferably in Customer Success, Account Management, or servicing IT or Software accounts.

• Capability to manage critical situations to successful resolutions.

• Ability to independently engage, present, and communicate effectively at the VP/C-level.

• Required software proficiency: Microsoft Office Suite, NetSuite, Salesforce or equivalent, Jira.

🏝️ Benefits

• Work-from-anywhere environment.

• Unlimited PTO.

• Comprehensive benefits package.

• Employee Resource Groups.

• Casual dress code.

• Prioritized employee wellness.

• Commitment to diversity and inclusion.

• A voice in the organization.

• Support for new hires.

• Opportunities for career development.

• Educational assistance.

• Employee referral bonus.

• Progressive parental leave.