Homeoffice Director of Client Services

About Our Client

A forward-thinking organization is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. The company offers proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how this organization is transforming the future of healthcare.

About the Role

The Director of Client Services will lead the Solutions and Deployment teams, overseeing the planning, execution, and delivery of technology solutions within the organization. This role will involve hands-on deployment management of major projects. Leading Client Services requires a customer-obsessed, strategic thinker with a strong background in project management, technology integration, and solution deployment. The successful candidate will lead major projects and manage the team responsible for deploying telehealth SaaS solutions, ensuring high-quality delivery and achieving high client satisfaction.

What You'll Do

Team Leadership

- Supervise and mentor a team of deployment specialists and solution architects.

- Provide guidance and support in problem-solving, decision-making, and professional development.

- Create high-performance teams, fostering a collaborative and productive team environment.

- Continuously evaluate and enhance processes in your scope to increase efficiency and effectiveness.

- Serve as a client-facing leader and escalation focal point during solution and deployment phases.

- Develop and maintain strong client relationships to ensure the delivery of a signature client experience.

- Stay updated on industry trends and emerging technologies to incorporate best practices.

Solutions Oversight

- Collaborate on strategic team goals and alignment to company-wide KPIs.

- Oversee the end-to-end process from client prospect to go-live.

- Engage in cross-functional collaboration to ensure solution viability and success.

Deployment Management & Execution

- Manage end-to-end deployment processes for technology solutions, including planning, scheduling, and resource allocation.

- Lead select major deployments, including crafting and driving the project plan, conducting client kickoff and deployment meetings, managing client expectations, providing regular updates, and addressing any concerns or issues.

- Ensure that deployments are executed on time, within scope, and within budget.

- Coordinate with cross-functional teams to address and resolve deployment challenges.

- Implement and monitor quality assurance processes to ensure the highest standards in implementation delivery.

- Conduct post-deployment client surveys and internal reviews to assess performance and identify areas for improvement.

Who You Are

- 5+ years of experience in technology solutions management, deployment, or related roles.

- 5+ years of strong technical background in SaaS technology experience.

- 5+ years in a client-facing role.

- 3+ years directly managing a team.

- Proven experience in project management, including the use of project management tools and methodologies (e.g., Agile, Scrum).

- Excellent leadership, communication, and interpersonal skills.

- Ability to manage multiple projects and prioritize tasks in a fast-paced environment.

- Strong problem-solving abilities and attention to detail.

Additional Core Competencies

- Knowledge of healthcare industry best practices and emerging technologies is a plus.

- Project management education/certification is a plus.

- Customer service education/certificates are a plus.