Careers at Sagility

Director Client Services will be responsible for leading and optimizing our client service operations, driving client satisfaction, and ensuring the success of our client partnerships. You will oversee a team of client services professionals, develop and execute strategies to enhance client experiences, and foster long-term client relationships.Director Client Services

Education:

Bachelor's degree in business administration, healthcare management, or a related field

Experience:

10 years experience in related field, including 4+ years in management.

Mandatory Skills:

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.

• Must be flexible with the ability to adapt to changes quickly and think conceptually.  

• Solid problem solving  & conflict resolution skills to resolve complex customer inquiries. 

• Strong leadership skills with a demonstrated ability to effectively manage a team.

• Strong organizational and time management skills, with the ability to prioritize and multitask effectively.

• Advanced Knowledge of Microsoft Office, Outlook, Excel, and Word.  

• Ability to navigate through different patient accounting computer systems (e. g., Meditech, Epic)

• In-depth knowledge of the healthcare industry, including its trends, regulations, and best practices.

• Strong business acumen and strategic thinking, with the ability to drive client success and identify growth opportunities.

Roles & Responsibilities:

• Provide strategic direction and vision for the Client Services department, aligning it with the company's overall goals and objectives.

• Develop and execute comprehensive plans to enhance client satisfaction, drive client success, and achieve business growth targets.

• Collaborate with senior leadership to develop and implement client service strategies that align with the company's mission and values.

• Responsible for service expansion opportunities, renewals and project onboarding and managing multiple client relationships

• Set clear goals and expectations for the team, regularly assess their performance, and provide coaching and feedback to maximize their potential.

• Build and maintain strong relationships with key clients, serving as a strategic partner and trusted advisor.

• Understand clients' unique needs, goals, and challenges, and develop tailored solutions to meet their evolving requirements.

• Act as the primary escalation point for client issues, ensuring prompt and effective resolution while maintaining positive client relationships.

• Oversee the delivery of exceptional client service, ensuring adherence to service level agreements (SLAs) and exceeding client expectations.

• Develop and implement processes, workflows, and standard operating procedures (SOPs) to optimize service delivery and efficiency.

• Regularly assess service performance, gather client feedback, and leverage data and insights to drive continuous improvement initiatives.

• Drive client success and retention by identifying opportunities for value creation and providing strategic guidance to clients.

• Collaborate with cross-functional teams, including sales and product teams, to identify upsell and cross-sell opportunities and support client expansion.

• Monitor client health, satisfaction levels, and business growth, and develop strategies to enhance client engagement and maximize revenue.

• Utilize data and analytics to derive actionable insights, make data-driven decisions, and implement strategies to improve client services and operational efficiency.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.  Employees in this job may perform other duties as assigned.  

Work@Home USAUnited States of America