Director - Customer Advocacy

Role Overview This position involves end-to-end management of assigned client accounts with a focus on delivering excellence, ensuring customer satisfaction, and retaining revenue. You will serve as the primary day-to-day client partner, working across delivery, finance, and leadership teams to drive business outcomes and strengthen client relationships. Key Responsibilities - Conduct regular client governance meetings including monthly business reviews and quarterly business reviews - Track and monitor SLA, productivity, and quality metrics in collaboration with Operations teams - Identify process improvement opportunities and lead performance enhancement initiatives across client accounts - Maintain accurate forecasting and ensure billing hygiene and revenue realization tracking - Serve as the primary point of contact for assigned clients and manage all escalations proactively - Communicate risks and solutions to clients with transparency and drive NPS improvement through consistent engagement - Identify cross-sell opportunities and growth potential within existing client accounts - Support cost optimization initiatives and efficiency improvements with client teams - Coach and mentor team members on client communication best practices and analytics - Ensure forecast accuracy and EVA targets are achieved while strengthening collaboration with Operations and Finance partners Required Qualifications - Graduate or Postgraduate degree with 8-12 years of experience in client delivery, operations, or account management - Hands-on experience in client governance, issue resolution, and understanding of RCM metrics and process levers - Strong analytical skills with the ability to interpret data and metrics for decision making - Excellent communication skills with proven ability to manage client relationships and internal stakeholder coordination Why Join Us Join IKS HEALTH as a Director leading customer advocacy and client success initiatives. Contribute to the healthcare services industry while developing strategic partnerships and driving operational excellence.

- 8-12 years of experience in client delivery, operations, or account management - Graduate or Postgraduate degree - Experience in client governance and issue resolution - Understanding of RCM metrics and process levers - Strong analytical and communication skills - Experience with US Healthcare preferred - Client Management expertise - ARRCM knowledge preferred