Job Title: Director, Client Services
Location: Remote
About the Company
Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visitingwww.wheel.com.
About the Role
The Director of Client Services will lead Wheel’s of Solutions and Deployment teams, overseeing the planning, execution, and delivery of technology solutions and deployments within the organization. This role will include hands on deployment management of major projects. Leading Client Services requires a customer obsessed, strategic thinker with a strong background in project management, technology integration, and solution deployment. The successful candidate will lead major projects and manage the team responsible for deploying Wheel’s telehealth SaaS solutions, ensuring high-quality delivery, and achieving high client satisfaction.
What You'll Do
Team Leadership:
Supervise and mentor a team of deployment specialists and solution architects.
Provide guidance and support in problem-solving, decision-making, and professional development.
Create high performance teams, fostering a collaborative and productive team environment.
Continuously evaluate and enhance processes in your scope to increase efficiency and effectiveness.
Client facing leader and escalation focal during solution and deployment phases.
Develop and maintain strong client relationships to ensure delivery of a signature client experience.
Stay updated on industry trends and emerging technologies to incorporate best practices.
Solutions Oversight:.
Collaborating on strategic team goals and alignment to firm wide KPIs.
Oversee end to end process from client prospect to go live.
Cross functional collaboration to ensure solution viability and success.
Deployment Management & Execution:
Manage end-to-end deployment processes for technology solutions, including planning, scheduling, and resource allocation.
Lead select major deployments including crafting and driving the project plan, leading client kickoff and deployment meetings through kickoff. Managing client expectations, provide regular updates, and address any concerns or issues.
Ensure that deployments are executed on time, within scope, and within budget.
Coordinate with cross-functional teams to address and resolve deployment challenges.
Implement and monitor quality assurance processes to ensure the highest standards in implementation delivery.
Conduct post-deployment client surveys and internal reviews to assess performance and identify areas for improvement
Who You Are
5+years of experience in technology solutions management, deployment, or related roles.
5+ years / strong technical background in SaaS technology experience
5+ years in a client facing role.
3+ years directly managing a team.
Proven experience in project management, including the use of project management tools and methodologies (e.g., Agile, Scrum).
Excellent leadership, communication, and interpersonal skills.
Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
Strong problem-solving abilities and attention to detail.
Additional Core Competencies
Knowledge of healthcare industry best practices and emerging technologies is nice to have.
Project management education / certification is nice to have.
Customer service education / certificates nice to have.
Wheel is proud to be an EEOC.
