Director of Client Services

Description

Position Summary 

We are seeking a proactive, relationship-driven Director of Client Services to lead our client engagement function and elevate service delivery across our growing portfolio. This leader will own post-sale client relationships, resolve challenges swiftly, and partner cross-functionally with Operations, Client Services, IT, and Sales to ensure each client receives measurable value and support. 

This is not a sales role — it’s a client advocacy role. You’ll serve as the voice of the client internally and ensure expectations are met, timelines are honored, and communication is clear across all touchpoints. 

Requirements

Key Responsibilities 

Client Relationship Ownership 

• Serve as the primary point of contact for key clients post-sale, advocating for their needs and ensuring consistent support. 
• Build trusted relationships through ongoing communication, transparency, and responsiveness. 
• Support onboarding of new clients and deepen relationships with existing ones. 

Communication & Issue Resolution 

• Proactively manage client issues and escalations to resolution. 
• Improve communication flow between clients and internal teams (Client Services, IT, OPS). 
• Foster a direct, transparent communication culture — prioritizing live conversations over passive email trails. 

Service Management & Collaboration 

• Collaborate with BDM, operations, implementation, and IT to ensure clients receive timely and coordinated support. 
• Partner with Client Services and IT to understand project timelines and keep client expectations aligned. 
• Lead post-engagement reviews to assess wins, challenges, and future improvements. 

Team Leadership 

• Manage and coach a client services team, setting clear expectations and building accountability. 
• Address team dynamics, including gaps in initiative or communication, with professionalism and consistency. 
• Cultivate a collaborative team culture focused on service excellence and client trust. 

Performance Insights 

• Track and report on KPIs and responsiveness. 
• Prepare client engagement summaries and share key insights with leadership. 
• Analyze trends to identify risks, gaps, or opportunities for enhanced service delivery. 

Success Metrics (First 6–12 Months) 

• Improved client satisfaction, retention, and response time. 
• Reduced internal friction between Client Services, IT, and OPS. 
• Proactive management of client needs and issue resolution. 
• Strengthened team cohesion and accountability. 

Qualifications 

• Bachelor’s degree in Business, Healthcare Administration, Communications, or related field (Master’s preferred). 
• 7+ years of experience in client services or customer-facing leadership roles. 
• Experience working with healthcare clients — particularly Medicaid, Medicare, or commercial payers — is strongly preferred. 
• Proven ability to manage high-value B2B relationships and navigate cross-functional environments. 
• Exceptional verbal and interpersonal communication skills. 
• Experience using CRM tools like Zoho, Salesforce, or Zendesk. 
• Familiarity with implementation workflows and project alignment (without needing to manage the projects directly).