United States onlyAbout Net Health
Belong. Thrive. Make a Difference.
Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.
A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why 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. Come join us and start the next chapter of your exciting career while helping others to live better lives.
World-Class Benefits That Reflect Our World-Class Culture.
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JOB OVERVIEW
The Director of Client Support is a senior leadership role responsible for overseeing and advancing the Client Support function to ensure exceptional service delivery and customer satisfaction. This position will lead a growing team of support professionals, manage escalated client issues, and collaborate cross-functionally to drive continuous improvement in support operations. The Director will be instrumental in shaping client support strategy, optimizing service processes, and promoting a culture of excellence and accountability.
RESPONSIBILITIES AND DUTIES
- Lead, mentor, and develop the client support team, including team leads and support representatives, to ensure high levels of performance and engagement.
- Establish and track departmental KPIs, SLAs, and quality metrics to ensure consistent client satisfaction.
- Oversee hiring, onboarding, training, and performance management processes.
- Foster a client-centric culture through coaching, recognition, and professional development programs.
- Serve as the senior escalation point for high-impact or sensitive client concerns; ensure timely and effective resolution.
- Maintain strong relationships with key clients by understanding their needs and ensuring their success through support interactions.
- Analyze client feedback and advocate internally for improvements in products, processes, or support models.
- Evaluate and improve internal workflows, communication strategies, and support tools to enhance team productivity and client outcomes.
- Maintain and expand a comprehensive knowledge base to support team efficiency and client self-service.
- Lead regular team meetings to ensure alignment with organizational goals and share updates from other departments.
- Partner with Product, Engineering, Sales, and Implementation teams to ensure seamless onboarding, issue resolution, and product feedback loops.
- Participate in strategic planning initiatives to align the support function with overall business goals.
- Support new initiatives, projects, or systems rollouts with change management and training plans tailored to the support team.
- Analyze client usage trends to identify areas of opportunity and risk.
- Provide regular reporting to senior leadership on team performance, client satisfaction, and operational trends.
QUALIFICATIONS
- Bachelor's degree required.
- 7+ years of experience in building and leading high-performing support teams at scale, driving overall success and engagement.
- Minimum years of work experience: 10+ years in client support, customer success, or a related role, with at least 5 years in a leadership capacity.
- Proven experience in the healthcare or pharmacy technology industry.
INTERACTION
This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role.
SUPERVISORY RESPONSIBILITIES
This role may manage staff and carry out supervisory responsibilities in accordance with Corporate policies and applicable laws. Responsibilities may include interviewing, hiring and training employees, planning, assigning and directing work, appraising performance, rewarding and disciplining employees and addressing complaints and resolving problems.
COMMUNICATION AND COGNITIVE ABILITIES
- Cooperate with matrixed team members to meet goals or complete tasks.
- Must be comfortable working in ambiguous and/or stressful situations.
- Must be self-motivated and know when to seek guidance; detail-orientation is a must.
- Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.
- Effective collaborator with proven process improvement skills.
- Exceptional organization and time management skills.
- Excellent communication and interpersonal skills.
- Ability to consistently learn new technologies and apply those concepts to customer’s needs.
- Ability to work as part of a geographically dispersed team.
- Ability to work independently and as part of a team.
- Keep up to date on technology trends, developments & best practices.
- Ability to communicate effectively to both technical & non-technical audiences.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
