Director, Client Support

Job description

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 WellSky is where independent thinking and collaboration come together to create an authentic culture. We thrive on innovation, inclusiveness, and cohesive perspectives. At WellSky you can make a difference. 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 WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace. Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client-facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates. Data Privacy Notice for Job Applicants and Teammates