Director, Client Support

JOB SUMMARY (added December 2024)

The Client Support Director for the Pharmacy Management System (PMS) is responsible for leading and managing client-facing support operations, ensuring exceptional service delivery, fostering client satisfaction, and driving the continuous improvement of support processes. This leadership role requires a deep understanding of pharmacy operations, technology, and client relationship management to help clients maximize the value of their PMS solutions.

ESSENTIAL DUTIES & RESPONSIBILITIES

Client Support Leadership:

• Lead and oversee the client support team to ensure timely and effective resolution of client inquiries, issues, and escalations.
• Develop and implement support strategies that align with organizational goals and client expectations

Operational Excellence: 

• Design, monitor, and improve key performance indicators (KPIs) for client support operations, such as resolution time, customer satisfaction scores (CSAT), and net promoter score (NPS).
• Ensure adherence to service-level agreements (SLAs) and drive continuous improvement initiatives.

Client Relationship Management:

• Serve as the primary point of contact for escalated client concerns, maintaining a professional and empathetic approach.
• Build and nurture long-term relationships with key clients to ensure their success and loyalty.

Team Development:

• Recruit, mentor, and train a high-performing client support team.
• Foster a positive, collaborative, and results-driven team culture.

Technology and Process Optimization:

• Work closely with product development and IT teams to provide feedback on system enhancements and identify potential improvements.
• Leverage support tools and CRM platforms to streamline operations and enhance client engagement.

Reporting and Communication:

• Provide regular updates to senior leadership on client support performance, challenges, and opportunities.
• Collaborate with other departments, including sales, marketing, and product teams, to align on client needs and goals.

KNOWLEDGE & REQUIREMENTS

• Exceptional leadership and team management abilities.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills, with a client-first mindset.
• Proficiency in CRM software and support tools; knowledge of PMS platforms is highly desirable.
• Familiarity with pharmacy operations, workflows, and regulatory requirements.
• Strong understanding of healthcare IT systems and data security standards
• Travel Requirements: Domestic and/or International, up to <10%

EDUCATION & EXPERIENCE REQUIREMENTS

• 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, particularly with pharmacy management systems.
• Minimum level of education or education/experience:   Bachelors or equivalent work experience in business administration, healthcare management, information technology, or a related field.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in s