What are the responsibilities and job description for the Director, Client Management (Director, Client Relationship) - REMOTE position at Net Health?
About Net Health
Belong. Thrive. Make a Difference.
Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.
A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!
As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.
World-Class Benefits That Reflect Our World-Class Culture.
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JOB OVERVIEW
Lead a team who serve as the primary post-sale contact with clients to drive client retention and satisfaction with the organization’s products and/or services. Collaborate closely with sales, operations, and product teams to address client needs and support strategic business growth. Guide the client relationship team to deliver exceptional service, deepen client engagement, and identify opportunities to expand relationships. Analyze client data and competitor activity to ensure continued value and client satisfaction.
RESPONSIBILITIES AND DUTIES
- Manage daily operations and performance of the client relationship team to ensure timely and effective client support
- Implement and maintain consistent tools, processes, and documentation to enhance the client experience using best practices such as customer playbooks, value propositions, and account plans
- Partner with internal teams to support issue resolution and promote a customer-first culture
- Track, analyze, and report on client service metrics and team performance
- Cultivate strong relationships with assigned customers to drive engagement, satisfaction, and retention
- Gain knowledge of company offerings and the specific HIT needs and workflows of assigned clients
- Lead regular status and planning meetings with key accounts to ensure progress toward objectives
- Understand and document client pain points and collaborate internally to identify and deliver solutions
- Maintain a structured issue log for each account and coordinate resolution with internal resources
- Serve as a primary escalation point during critical client issues or outages
- Collaborate with solution specialists to align clients with the right mix of services and products
- Provide clear and timely updates on high-value accounts to leadership
QUALIFICATIONS
- Bachelor’s degree or equivalent experience
- 12 years of professional experience and 4 years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience).Healthcare experience is a plus
- Minimum 3 years of service organization in a client facing role – preferably Customer Success, Account Management, Servicing IT or Software Accounts
- Ability to project-manage critical situations to successful solution
- Ability to independently engage, present and communicate at the VP/C-level
REQUIRED SOFTWARE EXPERIENCE
- Microsoft Office Suite
- NetSuite
- Salesforce or equivalent
- Jira
Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.
Salary Range: $108,000.00 - $135,000.00 USD
A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.
Salary : $108,000 - $135,000