Director, Client Support

Provides strategic leadership within the client support organization, focusing on innovation, cross-functional collaboration, and delivery of a seamless client experience aligned with WellSky’s business goals.

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.

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.

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.

Benefits

• 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.