The
Director, Client Support is responsible for providing strategic leadership within the client support organization. The scope of this job focuses on innovation, cross-functional collaboration, and delivery of seamless client experience that align with WellSky's business goals.
Key Responsibilities: - Define and execute the vision and strategy for the client support organization.
- Partner with senior leadership to align support operations with business objectives and client needs.
- Drive strategic initiatives to improve client satisfaction, reduce escalations, and enhance operational efficiency.
- Oversee the development of scalable processes, systems, and tools to support growth and client needs.
- Build and maintain strong relationships with internal stakeholders to influence solution, engineering, and operational decisions.
- Lead and mentor managers by developing the next generation of client support leaders.
- Represent the client support function in executive-level discussions and decisions.
- Perform other job duties as assigned.
Required Qualifications: - Bachelor's Degree or equivalent work experience
- At least 4-5 years of relevant management experience
- At least 8-10 years of relevant work experience
Preferred Qualifications: - Experience leading client support teams serving government healthcare programs, public health organizations, or government-affiliated healthcare agencies
- Experience leading AI-enabled customer support transformations, including chatbot, voice agent, or self-service technologies
- Demonstrated success influencing cross-functional stakeholders and driving outcomes across product, engineering, and operations teams without direct authority
- Experience within healthcare technology, SaaS, or enterprise software environments
Job Expectations: - Willing to work additional or irregular hours as needed
- Must work in accordance with applicable security policies and procedures to safeguard company and client information
- Must be able to sit and view a computer screen for extended periods of time
Here are some of the exciting benefits full-time teammates are eligible to receive at WellSky:
- Excellent medical with Rx, dental, and vision benefits
- Mental Health support through EAP
- Generous paid time off, plus 13 paid holidays
- 100% vested 401(K) retirement plans
- Educational assistance up to $2500 per year
