Director, Client Support Position Available In Orange, Florida

Director, Client Support Outcomes Operating Inc – 2.4

Orlando, FL Job Details Estimated:

$86.6K – $113K a year 17 hours ago Benefits Wellness program Paid parental leave Health savings account Paid holidays Dental insurance Flexible spending account Paid time off Adoption assistance Parental leave Vision insurance 401(k) matching Qualifications CRM software Management 5 years Bachelor’s degree Team management Healthcare management IT Business Administration Senior level Leadership Communication skills Full Job Description

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