Director of Client Services

Key Responsibilities Team Leadership & Project Oversight

• Lead, mentor, and develop a team of Project Managers responsible for executing outsourced inventory count engagements across healthcare client sites.
• Set clear performance expectations, provide regular coaching, and conduct formal performance reviews to foster a culture of accountability and professional growth.
• Oversee the full project lifecycle for client engagements — from kickoff through completion — ensuring on-time, high-quality delivery across all accounts.
• Develop and refine operational playbooks, standards, and best practices that drive consistency and scalability across the project management team.
• Manage resource allocation and scheduling across multiple concurrent projects, accounting for seasonal demand peaks and client priorities.

• Serve as the senior client-facing leader for strategic accounts, building trusted relationships with CFOs, Directors of Supply Chain, VP-level operational leaders, and other key stakeholders at hospitals and outpatient surgery centers.
• Lead executive-level business reviews and project debriefs, translating project outcomes and data insights into strategic value narratives for healthcare clients.
• Act as an escalation point for complex client issues, resolving challenges with professionalism, urgency, and a solutions-oriented approach.
• Proactively identify opportunities to deepen client relationships, expand engagement scope, or improve service delivery based on ongoing client feedback.

• Partner closely with the Data Team to ensure inventory data is captured, processed, and delivered accurately and on schedule, and to leverage data insights that enhance client reporting and project performance.
• Collaborate with the Consulting Team to align project delivery with broader strategic recommendations being made to shared clients, ensuring a cohesive client experience.
• Work with sales and business development leadership to support new client onboarding, proposal development, and organic growth within the existing client base.
• Contribute to company-wide strategic initiatives by representing the Client Services function in cross-departmental planning and leadership discussions.

• Oversee the support model for software license clients — healthcare organizations that independently perform inventory projects using the Z5 platform — ensuring they receive the guidance, training, and remote assistance needed to be successful.
• Develop and maintain structured remote support programs, including onboarding resources, check-in cadences, and escalation processes tailored to self-performing clients.
• Monitor software license client performance and engagement, proactively identifying clients who may need additional support or coaching to get the most from the Z5 platform.
• Serve as an escalation point for software license clients experiencing project challenges, coordinating with internal teams to provide timely remote resolution.
• Collaborate with the Data and Consulting teams to provide software license clients with meaningful reporting and insights that reinforce the value of the Z5 platform.

• Travel to client sites across the country to oversee high-priority or complex inventory engagements, particularly during peak season periods.
• Maintain availability and flexibility during high-volume project periods, which may require extended travel schedules and weekend commitments.
• Support Project Managers in the field as needed, providing hands-on leadership during critical or large-scale client engagements.

• Evidence of progressive experience in client services, operations management, or project management, with at least a few years in a people leadership role.
• Demonstrated ability to manage and develop high-performing teams in a fast-paced, project-based environment.
• Proven track record of building and maintaining strong relationships with senior-level client stakeholders, including C-suite executives.
• Exceptional communication, presentation, and interpersonal skills — comfortable leading executive conversations and…