Associate Director, Client Operations

RVO Health

12d•$86,250 - $110,000•Hybrid

About The Position

RVO Health is a health technology company focused on simplifying healthcare navigation, accessibility, and affordability. The Associate Director, Client Operations will lead the relationship with a key Quit for Life account and manage a portion of the Client Management team within the State Quit Services organization. This role involves senior client leadership and people management, focusing on the health, growth, and retention of a major account while developing the team that supports the broader State Quit for Life portfolio. The position requires close collaboration with product, engineering, billing, evaluation, and reporting teams, and represents Client Services in cross-functional and executive discussions regarding account strategy, escalations, and growth. The ideal candidate is detail-oriented, excels under deadline pressure, demonstrates sound judgment in ambiguous situations, and is passionate about public health and tobacco/nicotine cessation.

Requirements

7+ years of experience in client or account management, including experience managing large, complex, or strategically significant accounts.
2+ years of experience directly managing, mentoring, or leading others (direct people management experience strongly preferred).
Demonstrated ability to build and maintain executive-level relationships with external clients and internal stakeholders.
Strong organizational and multi-tasking skills, with the ability to balance hands-on account ownership with team leadership responsibilities.
Excellent written and verbal communication skills, including experience presenting to senior stakeholders.
Strong problem-solving skills, with a creative, proactive, and calm approach under pressure.
Proven ability to prioritize competing projects and tasks to meet established deadlines across both account and team responsibilities.
Must live within the region of the key State Client to accommodate client meetings and travel needs.

Nice To Haves

Background in public health or a health care–related field.
Prior experience in a formal people-management or team-lead role.
Experience working with project management software/platforms (e.g., Jira, SFHC, Asana, Monday.com).
Experience with contract monitoring, amendments, scope-of-work review, and budget management.
Experience contributing to or leading RFP responses.

Responsibilities

Act as the client's internal advocate, building strong cross-functional partnerships to ensure satisfaction, retention, and delivery excellence.
Serve as the senior relationship owner and primary escalation point for the largest State Quitline account, building trusted, executive-level relationships with state stakeholders.
Provide strategic consultative guidance on service delivery, program design, and Quitline enhancements, anchored in the client's evolving public health priorities.
Lead strategic account planning for the flagship account, including retention strategy, expansion/enhancement opportunities, and long-range roadmap alignment.
Own revenue targets for the flagship account and its associated solutions.
Lead contract renewal, amendment, and scope-of-work negotiations for the account, partnering with legal, finance, and program leadership as needed.
Lead, coach, and develop direct reports (Client Managers), including goal-setting, regular 1:1s, performance reviews, and career development planning.
Set team priorities and ensure workload, account assignments, and deadlines are managed effectively across the team's portfolio of State Quitline accounts.
Serve as an escalation point for the team's most complex client issues, and model best practices in client consultation, problem-solving, and relationship management.
Monitor key performance indicators and client status/health across the team's full book of business, ensuring consistent standards of account management.
Support hiring, onboarding, and ongoing skill-building for the Client Services team.
Represent Client Services in cross-departmental and leadership discussions on account strategy, escalations, and delivery.
Engage cross-functional teams (product, engineering, billing, evaluation, reporting) on delivery of relevant products, escalating and driving issues to resolution.
Contribute to and help lead the procurement response process for the flagship account and support the broader team's procurement response efforts for existing and prospective clients.
Create and champion strategic plans to target priority populations across accounts.
Present business reviews, performance results, and strategic recommendations to internal executive stakeholders and client leadership.
Travel periodically for onsite client visits, team building, and educational conferences.