Job Description

The Director of Client Management is responsible for the overall performance, growth, retention, and client satisfaction of Triage's staffing business. This role provides strategic leadership to the Client Management team and serves as the point of contact for client relationship management, escalations, service delivery, and operational excellence.

The Director partners closely with Recruiting, Business Development, Operations, and Leadership to ensure exceptional client outcomes, optimize team performance, and support organizational growth objectives. This role is responsible for developing and executing client management strategies that drive customer retention, service quality, and long-term business success.

Requirements

Core Functions & Responsibilities

Leadership & Team Development

• Lead, mentor, and develop a high-performing team of Client Managers.
• Establish departmental goals, performance standards, and accountability measures aligned with company objectives.
• Coach and develop team members through regular feedback, performance management, and career development planning.
• Foster a culture of collaboration, accountability, continuous improvement, and exceptional client service.
• Proactively address performance concerns and implement improvement plans as necessary.
• Partner with the Training team to identify developmental needs and create ongoing learning opportunities.

Client Relationship Management

• Build and maintain strong, long-term relationships with staffing clients.
• Manage the day-to-day performance, retention, and satisfaction of assigned client portfolios.
• Ensure client managers maintain regular communication cadences, business reviews, and strategic account plans.
• Serve as the primary point of contact for escalated client concerns and complex service issues.
• Develop executive-level relationships with key strategic client stakeholders.
• Conduct business reviews and strategic discussions with key clients to evaluate performance and identify opportunities for improvement.
• Understand client needs and collaborate internally to develop effective staffing and service solutions.
• Identify and mitigate client retention risks while promoting long-term client satisfaction and loyalty.

Operational Excellence & Performance Management

• Develop, monitor, and continuously improve key performance indicators (KPIs) and success metrics for the Client Management team.
• Analyze team, client, and operational data to identify trends, opportunities, and areas requiring attention to include reallocation of accounts as needed.
• Monitor daily, weekly, monthly, and quarterly performance metrics and hold team members accountable for results.
• Evaluate client performance reports and implement corrective action plans as necessary.
• Ensure consistent execution of company processes, policies, and best practices.
• Drive process improvement initiatives that enhance efficiency, service quality, and client satisfaction.

Cross-Functional Collaboration

• Partner closely with Recruiting leadership to maximize fill ratios, client satisfaction, and operational effectiveness.
• Collaborate with Triage Plus, Operations, Compliance, Training, and Finance teams to support company goals.
• Facilitate communication between departments to ensure timely resolution of issues and successful service delivery.
• Support organizational initiatives, special projects, and strategic priorities as assigned.
• Provide recommendations and insights to leadership regarding business improvement opportunities, industry trends, and client feedback.

Strategic Planning & Business Growth

• Develop and execute the Client Management strategy in alignment with organizational objectives.
• Support annual departmental planning, forecasting, goal setting, and resource allocation.
• Identify opportunities for account growth and enhanced service offerings within the client portfolio.
• Analyze market trends and clients need to recommend new strategies and business improvements.
• Partner with Leadership to achieve revenue, retention, and operational goals.

Required Skills, Abilities, and Education

• Bachelor's degree preferred.
• 5+ years of leadership or management experience preferred.
• Proven leadership and management experience.
• Previous experience within healthcare staffing.
• Previous experience leading client management, account management, operations, or service delivery teams.
• Strong understanding of VMS/MSP environments, client contracts, and healthcare staffing operations.
• Experience managing large client portfolios and complex client relationships.
• Demonstrated ability to build, coach, and develop high-performing teams.
• Strong client relationship management and customer service skills.
• Excellent judgment, decision-making, and problem-solving abilities.
• Proven ability to establish expectations and hold employees accountable to performance standards.
• Strong analytical skills with the ability to interpret data and drive business decisions.
• Exceptional organizational and time management skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong business acumen and strategic thinking capabilities.
• Demonstrated ability to influence and collaborate across all levels of the organization.
• Excellent conflict resolution and negotiation skills.
• Exceptional written, verbal, and presentation communication skills.

Work Schedule

• In-office with flexibility to work from home with manager approval.

Benefits

We're not just about the money (although, let's be honest, that's pretty sweet). You'll also enjoy:

• Unlimited Time Off & Flexible Hours: Battery low and in need of a recharge? Do it! Need a mental health day? Go for it! Family emergency? We've got your back.
• Kick-ass Culture: Think casual dress, ping pong tournaments, celebrating personal milestones, and on-site gyms. We're all about working hard, playing hard, and celebrating wins together.
• Leadership that Rocks: Our team is passionate about growth, both yours and ours. We offer training, coaching, and an open-door policy, so your ideas are always heard.
• Benefits Galore: Health insurance, 401k match, paid maternity leave... we've got you covered.

Employer’s Rights 

• This job description does not list all the duties of the job. You may be asked by your supervisor or manager to perform other duties. All duties are subject to change and may be modified to reasonably accommodate individuals with disabilities. You will be evaluated in part based upon your performance of the tasks listed in this job description. 

EEOC Statement 

• Triage Staffing is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state or local laws.