Director, Client Support

WellSky•Overland Park, KS

About The Position

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.

Requirements

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

Nice To Haves

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

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.