Director, Client Services

Description

:The Director, Client Services leads strategy, operations, and continuous improvement for NextGen Healthcare’s low-touch and digital-touch client segments, enabling scalable, efficient, and high-quality service delivery. This role oversees and optimizes digital engagement journeys, self-service enablement programs, and client success operations supported by platforms such as Success Community, Gainsight, and other automation tools. The director collaborates with Senior Management, Client Success leadership, Product, Support, and Operations to drive a consistent, proactive, and value-oriented client experience aligned with enterprise goals.
Responsibilities include strategic planning, operational execution, cross-functional alignment, technology utilization, staff leadership, and performance optimization across digital-first service models.

Develop customer management strategies that operationalize quarterly business reviews and benchmarking of business results.

Drive Customer Success and Influence future lifetime value through product adoption, customer satisfaction, and overall health scores.

Initiate new business growth through advocacy and reference-ability.

Determine expansion opportunities through strategic vision and influencing problem solving criteria.

Define, map, and optimize the customer journey through the full customer lifecycle.

Develop listening points to determine utilization and satisfaction throughout the customer lifecycle.

Create and standardize interventions for each point in journey; identify opportunities for continuous improvement.

Develop trusted advisor relationships with key customer stakeholders, and executives by providing consistent updates and information about existing product updates, new product offerings, solutions, and capabilities.

Design and execute standard processes to support and drive customer loyalty, footprint expansion, and long-term customer retention and operational success.

Lead, mentor, train, and develop a team of Enterprise Account Management professionals.

Create and manage a rapid onboarding process for new team members.

Oversee and manage the development of all internal and external work product including customer communication(s) and customer management deliverables.

Drive clarity of assignments and deliverables across the cross-functional teammates involved in Customer Management.

Education Required:

Bachelor’s degree in Business Administration, Business Management, Healthcare Administration/Management, Information Science, or related field.

Master’s of Business Administration (MBA) 

Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

10+ years of experience in Healthcare, Ambulatory or Healthcare IT.

10+ years related experience with progressive managerial responsibilities. 

Experience in leading a Customer Success or Account Management team in a Sr Manager level or above role.

Proven success in leading high-performance teams, achieving results through others, and being a strong team player.

Strong customer orientation focus and success in creating a superior Customer Experience.

Knowledge, Skills & Abilities:

Knowledge of: Account management, customer success, and/or sales roles within an organization; Healthcare technology; CRM system to forecast and track opportunities; Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) with advanced skill level. 

Skill in: Executive presentation and business acumen. Strategic analysis/creative problem solving, business judgement and financial acumen. Strong results orientation with a proven track record of execution and strong attention to detail. Strong Resolution oriented. negotiation and objection handling skills.

Ability to: Ability to coach, grow, and develop staff. Ability to think outside the box and develop solutions that may not be immediately obvious. Ability to organize and manage multiple, and at times competing priorities. Ability to effectively communicate orally and in writing with the Executive Team, Management peers and internal and external customers. Ability to foster collaboration within a team environment and throughout the customer lifecycle. Prioritize workload, meet deadlines, and multi-task while maintaining attention to detail. 

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.