Director, Client Management (Director, Client Relationship) - REMOTE

Net Health•Pittsburgh, PA

2d•Remote

About The Position

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. Net Health is a high-growth and profitable company that helps caregivers harness data for human health. 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.

Requirements

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).
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
Microsoft Office Suite
NetSuite
Salesforce or equivalent
Jira

Nice To Haves

Healthcare experience is a plus

Responsibilities

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