Director of Client Success, Government Vertical

Job Title: Director, Client Success, Government Solutions

Job Location: Remote

About us:

Softheon is a dynamic and forward-thinking Software as a Service (SaaS) organization that is dedicated to ensuring affordable, accessible, and plentiful healthcare for every American. We are a pioneering force in the healthcare technology industry, driven by our mission to empower individuals and organizations with innovative solutions that transform the healthcare landscape. Our commitment to improving healthcare access and delivery is unwavering, and we are looking for top-tier talent to join our journey and contribute to our vision. If you're seeking an environment where your contributions are impactful and deeply valued, don't just join a company with ambition. Align with a purpose backed by a committed company.

Our Company Culture:

Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals.

At Softheon, Our Mission is powering growth to make healthcare more productive, intelligent, and successful. Our Vision is Making healthcare affordable, accessible, and plentiful for every American.

About the role:

The Director of Client Services, Government Vertical serves as a customer liaison in the industry for Softheon’s biggest clients, while also mentoring and overseeing a team of fellow Senior Client Executives and Client Executives. You will have oversight to the purpose and status of each project and client engagement and with your decision-making capacity, provide perspective as needed and act as a sounding board for ideas and project issues and program impacts.  

The Director of Client Services, Government Vertical should have a passion for understanding software solutions and how they can impact the company’s client’s current and future operations. In this client-facing position, the Director plays a key role in helping to continue to expand external communication about the technical visions and market solutions the company is developing. 

Requirements

You will:

Client Relationship Management

• Establish and cultivate relationships with the company’s largest clients.
• Form relationships with leadership of the clients.
• Serve as an escalation point for various clients.
• Assess and communicate client requests and issues to Product and Engineering departments.
• Travel may be required to clients as requested.

Program and Project Oversight

• Oversee multiple project teams, ensuring program goals are reached.
• Manage program and project teams for optimal return-on-investment and coordinate and delegate cross-project initiatives.
• Identify key requirements needed from cross-functional teams and external vendors.
• Continuously assess performance; research and develop new capabilities; and systematically apply learning and knowledge to the program.

Collaboration and Communication

• Collaborate with internal departments and teams to identify and prioritize solutions and timelines for client issues and product enhancements.
• Provide guidance and mentorship to team members within your department and across diverse functions.
• Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement.

Team Leadership and Development

• Mentor, train, and oversee a team of client executives, ensuring client executives are attending to clients’ needs, questions, and requirements.
• Maintain organizational standards of satisfaction, quality, and performance.

Program Evaluation and Improvement

• Develop program assessment protocols for evaluation and improvement.

Emergency Availability

• Must be available and on call in the event of any emergencies that may arise.

Talent Acquisition and Recruitment

• Collaborate with the Talent team to actively engage in the hiring and recruitment processes. Leverage industry networks and expertise to identify, attract, and interview top talent that aligns with the company's objectives and values.
• Create questions to ask in the interviews as well, adding them into the interview questions template.

You Have:

Education

• Bachelor’s Degree in Business Administration or in another field of study related to the industry required.

Experience

• 7-10 years of work exp