CLIENT ENGAGEMENT AREA DIRECTORThe
Client Engagement Area Director is responsible for overseeing a portfolio of client contracts and programs, ensuring operational excellence, contract compliance, and high-quality service delivery. This role leads a team of Client Engagement Managers and Specialists who manage day-to-day operations and support program growth and sustainability. The Area Director works closely with cross-departmental partners to ensure strategic alignment, operational efficiency, and continuous process improvement.
Duties and ResponsibilitiesLeadership & Growth Strategy - Lead, mentor, and develop a team of Client Engagement Managers and Specialists.
- Set clear performance goals and ensure accountability through coaching, feedback, and performance evaluations.
- Foster a culture of collaboration, accountability, and continuous improvement.
- Oversee workload distribution and resource allocation to ensure timely and effective client support.
- Provide regular and consistent updates to the Sr. Director of Client Success regarding program key initiatives, growth and team metrics.
- Contribute to the development and execution of department and organizational goals.
- Support the Business Development and Marketing team in identifying and pursuing opportunities for client program expansion or enhancement.
- Stay informed on industry trends, regulatory updates, and best practices to ensure operational excellence and client satisfaction.
Operational Excellence - Partner with internal departments-including Operations, Product Management, Finance, and Technology-to ensure seamless delivery of services and solutions.
- Identify and implement process improvements to enhance efficiency, reduce costs, and improve service quality.
- Analyze program data and trends to inform strategic decision-making and operational planning.
- Collaborate with leadership to develop and execute strategies that support program growth, innovation, and sustainability.
Cross-Departmental Collaboration- Partner with the Operations Team to ensure seamless handoff from implementation to operational delivery and continuous improvement of client programs.
- Collaborate with the Project Management Team to align project delivery with product roadmaps, enhancements, and strategic initiatives.
Performance Management- Establish and monitor KPIs and success metrics for client engagement team performance.
- Develop reporting and analytics to communicate project performance, trends, and opportunities for improvement to leadership.
- Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners, researching and coordinating with other Palco departments when required.
- Maintain an outcome-oriented, "can-do" attitude, provide timely feedback to partners on issues.
- Embody the highest degree of customer service in person-to-person, telephone, written, and electronic communication with partners.
- Able to break down complex issues into a series of manageable, and outcome- oriented solutions.
- Participate in regular roundtable discussions with management as to pervasive issues and make relevant, business-based recommendations for improvement or remediation.
Skills and Attributes- Communicate effectively with a range of individuals with varying backgrounds, abilities and disabilities and communication styles, using person-centered techniques in all interactions.
- Represent Palco in all interactions with respective clients to which they are assigned.
- Handle difficult or unusual situations with professionalism and discretion.
- Participate in development, training, and other departmental meetings.
- Consult with peers or upper management on complex and unusual problems.
- Apply acquired job skills and company policies and procedures to complete stand ard tasks.
- Refer to policies and past practices for guidance.
- Possess strong analytical skills, decision-making skills, listening skills and problem- solving skills.
- Ability to build rapport with colleagues and business partners.
- Possess strong time management and organizational skills.
Other Essential Traits- Proficient with MS Office and CRM software
- Must be able to exercise tact and discretion under a variety of stressors.
- Must have excellent verbal and written communication skills.
- Must be able to multi-task and meet deadlines.
- Must understand and adhere to Palco's Core Values.
- Education: Bachelor's degree in Business Administration, Management, Public Administration, or related field (Master's degree preferred).
- Experience: Minimum of 7 years of progressive experience in client relationship management, operations management, or program administration, including at least 3 years in a leadership role.
- Demonstrated success in managing teams, contracts, and complex client relationships.
- Proven ability to analyze data, develop process improvements, and implement strategic initiatives.
- Strong communication, negotiation, and presentation skills.
- Experience in healthcare, human services, or government contract management is highly desirable.
Education and Experience- Education: Bachelor's degree in Human Services, Social Work, Business Administration, Management, Public Administration, or related field (Master's degree preferred) or adequate work experience.
- Experience: Minimum of 7 years of progressive experience in client relationship management, operations management, or program administration, including at least 3 years in a leadership role.
- Demonstrated success in managing teams, contracts, and complex client relationships.
- Proven ability to analyze data, develop process improvements, and implement strategic initiatives.
- Strong communication, negotiation, and presentation skills.
- Experience in healthcare, human services, or government contract management is highly desirable.
Join Us- Company benefits designed for you:
- Generous Paid time off.
- Quarterly/Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we've received for our diversity efforts.
When you join Palco, you are engaged in creating the future - both our company's, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:
- Bring your authentic self to work.
- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
- Experience work/life balance.
- Feel value and a greater purpose through the work you do.
