CLIENT ENGAGEMENT AREA DIRECTOR

CLIENT ENGAGEMENT AREA DIRECTOR

Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers flexible working hours, a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.

The 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 Responsibilities

Leadership & 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.

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.