CLIENT ENGAGEMENT AREA DIRECTOR

Palco • Boston, MA

5h

About The Position

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.

Requirements

• 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.
• Bachelor’s degree in Business Administration, Management, Public Administration, or related field (Master’s degree preferred).
• 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.
• Bachelor’s degree in Human Services, Social Work, Business Administration, Management, Public Administration, or related field (Master’s degree preferred) or adequate work 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.

Nice To Haves

• Master’s degree preferred
• Experience in healthcare, human services, or government contract management is highly desirable.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Flexible working hours
• Solid work/life balance
• Autonomy
• Generous paid time off
• Bonus potential
• Career advancement opportunities
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager