Director, Client Management (Director, Client Relationship) in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Management (Director, Client Relationship) based in the United States.

This leadership role is responsible for driving client satisfaction, retention, and long-term value by overseeing a high-performing client relationship team.
The position serves as a strategic partner to customers, ensuring their needs are understood and effectively addressed.
You will collaborate closely with sales, operations, and product teams to strengthen relationships and support business growth.
The role combines team leadership, customer success strategy, operational excellence, and executive-level communication.
You will help shape scalable processes, improve client experiences, and identify opportunities to expand partnerships.
This is an opportunity to make a meaningful impact in a collaborative, technology-driven environment focused on improving healthcare outcomes.

The Director, Client Management leads the client relationship function by ensuring exceptional service delivery, strengthening customer partnerships, and building scalable practices that improve retention and engagement.

• Lead the daily operations, performance, and development of the client relationship team to ensure high-quality customer support.
• Establish and optimize client management processes, tools, documentation, playbooks, account plans, and value strategies.
• Partner with internal teams including sales, operations, and product to resolve challenges and deliver customer-focused solutions.
• Monitor client service metrics, team performance indicators, and account health data to identify improvement opportunities.
• Build trusted relationships with key customers to increase engagement, satisfaction, and retention.
• Develop a deep understanding of client needs, workflows, challenges, and business objectives to deliver tailored solutions.
• Lead strategic account meetings, status reviews, and planning sessions with key stakeholders.
• Maintain structured account issue tracking and coordinate timely resolution with internal teams.
• Act as an escalation leader for complex client concerns, critical issues, or service disruptions.
• Collaborate with solution experts to align customers with relevant products and services.
• Provide leadership updates on strategic accounts, customer trends, and business opportunities.

The ideal candidate brings extensive experience in client management, customer success, and team leadership, with the ability to influence stakeholders and manage complex customer relationships in a technology-focused environment.

• Bachelor’s degree or equivalent professional experience.
• 12+ years of professional experience, including 4+ years in leadership roles involving planning, communication, organization, and team development.
• 3+ years of experience in client-facing service organizations, preferably within Customer Success, Account Management, IT services, or software environments.
• Experience working with healthcare technology, healthcare information technology, or related industries is highly valued.
• Strong project management skills with the ability to navigate complex situations and drive successful outcomes.
• Ability to communicate effectively and independently with VP-level and C-level stakeholders.
• Strong relationship-building, problem-solving, analytical, and strategic thinking skills.
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce or equivalent, NetSuite, and Jira is preferred.

• Competitive salary range of $108,000 - $135,000 USD annually.
• Fully remote, work-from-anywhere flexibility.
• Unlimited paid time off (PTO).
• Comprehensive benefits package supporting employee well-being.
• Employee wellness programs and resources.
• Career development opportunities and educational assistance.
• Employee resource groups and inclusive workplace initiatives.
• Progressive parental leave benefits.
• Employee referral bonus program.
• Casual and flexible work environment.