About Intelliguard:

Intelliguard protects patients and hospitals by creating a continuously improving environment of safety around every medication decision through an advanced data platform, interoperable software architecture, and RFID-powered station and cabinets. Ours is a global, data-first company that delivers clinical, supply chain, and regulatory solutions to ensure safety and positive outcomes from supplier to patient.

We continue to expand our product lines and deploy groundbreaking solutions that enable safety across the healthcare supply chain. Join our team of engineers, developers, pharmacy professionals, quality control experts, and commercial team associates as we drive toward breakthroughs every day.

Ours is a history we’re proud of. And our future is one we look forward to. Come join us!

About The Role:

Intelliguard has an excellent opportunity for a Director of Client Support to join our team in Columbus, Ohio reporting to the Chief Client Officer. This individual will be responsible for building and leading the Tier 1, Tier 2, and field services teams and will be instrumental in shaping the direction of our client support operations, ensuring that our clients have the best possible experience. The Director of Client Support will lead and scale our support operations, ensuring the delivery of exceptional, personalized, and efficient service to our clients. They will work horizontally across the Client Excellence organization to provide support to clients in all stages. This individual will deliver operational excellence to create and optimize processes and technologies that will enable our support team to thrive in a fast-paced, high growth environment. The ideal candidate is a problem-solver, a strong communicator, and a champion of client-centricity.

What You'll Be Doing:

• Hiring & Talent Development:
• • Lead the recruitment, hiring, and onboarding of new client support team members, ensuring a seamless and effective integration into the company culture.
  • Build a training program that promotes continuous learning and growth, ensuring team members are always equipped to handle evolving client needs.
  • Where necessary, adjust the scope, scale, and structure of the Client Support organization to meet changing business needs.
• Client Experience:
• • Act as the voice of the client within the organization, ensuring client needs and pain points are heard and addressed.
  • Ensure that clients receive timely, accurate, and empathetic responses to their inquiries, fostering positive relationships and ensuring client retention.
• Leadership & Team Management:
• • Lead, mentor, and inspire a growing team of client support specialists and managers, promoting a culture of collaboration, empathy, and accountability.
  • Provide ongoing coaching and development opportunities to ensure the team has the skills and resources to meet performance goals, deliver best-in-class service, and grow professionally as desired and relevant.
  • Establish clear performance metrics and KPIs, track team progress, and provide regular feedback to ensure high levels of team engagement and productivity.
• Strategy & Operations:
• • Develop and implement the overall client support strategy, ensuring it aligns with the company’s goals and growth objectives.
  • Design, refine, and optimize support processes and workflows to enhance efficiency and improve client satisfaction.
  • Oversee the creation and maintenance of knowledge bases, self-service portals, and training materials to empower clients and reduce support volume.
  • Continuously assess and improve our support tools, technologies, channels of communication, and systems to drive operational excellence.
• Performance Metrics & Reporting:
• • Establish and monitor key metrics such as first response time, resolution time, and ticket volume to assess team performance and identify areas for improvement.
  • Regularly report on support team performance to senior leadership, providing insights and recommendations for process improvements.
  • Manage escalations and handle complex or high-priority client issues, ensuring timely resolution.
• Cross-Functional Collaboration:
• • Collaborate closely with the Product, Sales, Marketing, and development teams to provide client insights that inform product development, marketing campaigns, and sales strategies.
  • Serve as a liaison between the support team and other departments to ensure alignment on client needs, issues, and expectations.
  • Work with the implementation and client success teams to ensure processes are enhanced as needed, and appropriate product improvements are identified and implemented as necessary.

We Would Love To Hear From You, If:

• 7+ years in client support, with at least 3 years in a leadership role.
• Proven track record of building and scaling support operations, processes, and teams.
• Strong leadership and people management skills, with the ability to inspire and motivate a diverse team.
• Excellent communication and interpersonal skills, capable of working with both clients and internal stakeholders.
• Data-driven decision-making with a strong understanding of key support metrics and tools.
• Problem-solving mindset and ability to manage complex client issues with empathy and professionalism.
• Ability to work cross-functionally and influence decisions at the executive level.
• A client-first mentality and passion for delivering exceptional service.
• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).

Why You Should Join Us:

• Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time) 
• Medical, Dental, Vision Plans 
• 401K with Employer Match 
• Life/AD&D and Long-Term Disability (LTD) 
• Flexible Spending Account (FSA) 
• Voluntary Life/AD&D Optional Plans 
• Pet Plan 
• To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision! 

Other Information:

• Onsite (4 days onsite, 1 day remote)
• The essential functions of the job are usually performed in an office setting, in an indoor, temperature-controlled environment. The office environment noise level in the work environment is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, standing and walking intermittently, reach with hands, arms, talk or hear. The employee is required to use office equipment such as a computer, mouse, keyboard, printer
• The employee may sometimes be required to lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus.
• *Relocation assistance is NOT available for this role.