Client Engagement Manager

Palco•Boston, MA

2d•Remote

About The Position

The Client Engagement Manager (CEM) is Palco’s primary point of contact and subject matter expert for assigned State and Managed Care Organization (MCO) partners. The role supports partner program operations and health, addresses questions and issues, and connects Palco departments to coordinate effective, compliant solutions. The CEM monitors contract deliverables and compliance while identifying opportunities for program growth and process improvement. The role also leads strategic internal and external meetings, collaborates across departments, and may supervise Client Engagement Specialists. At the Client Engagement Manager I (Entry-Level) level, the role oversees one small-to-medium client program requiring a dedicated resource. It focuses on day-to-day operations, contract compliance, and partner communications under close supervision of the Client Engagement Area Director. The position builds foundational experience in client management and contract performance monitoring and contributes to strategic client meetings and renewal discussions. This is a remote, work-from-home position.

Requirements

Four years of program management or project management experience.
Ability to communicate effectively with people of varied backgrounds, abilities, disabilities, and communication styles using person-centered techniques.
Ability to handle difficult or unusual situations with professionalism, tact, and discretion.
Strong analytical, decision-making, listening, and problem-solving skills.
Strong time-management and organizational skills, including the ability to multitask and meet deadlines.
Excellent verbal and written communication skills and strong phone skills.
Ability to build rapport with colleagues and business partners.
Proficiency with MS Office and CRM software.
Ability to apply job skills and company policies and procedures to standard tasks, using policies and past practices for guidance.
Ability to consult peers or upper management on complex and unusual problems.
Willingness to adhere to Palco's Core Values.

Nice To Haves

Bachelor's degree in human services, social work, health care policy or administration, business administration, business management, or a related field.
Master's degree or at least four years of relevant work experience.
Experience in business development, sales, or marketing for program growth.

Responsibilities

Provide ongoing support to assigned State and MCO partner staff on program operations and health.
Address questions, issues, and participant problems reported by program partners and Palco staff.
Research concerns and coordinate with other Palco departments to develop proactive resolutions for clients and partners.
Provide expert information about program rules and policies across departmental workflows.
Communicate professionally with partners in person, by phone, in writing, and electronically, including leading meetings with multiple stakeholders.
Break complex issues into manageable, outcome-oriented solutions.
Participate in management roundtable discussions about recurring issues and recommend business-based improvements or remediation.
Create meeting agendas, schedule and host conference calls, and conduct webinar training with management and partners.
Prepare annual and quarterly high-level program overview reports for assigned accounts, including staff and program growth goals.
Work toward program goals and demonstrate successful program growth.
Participate in on-site partner training, meet-and-greets, and other assigned activities.
Collaborate across departments and communicate to support shared outcomes.
Supervise and support Client Engagement Specialists when necessary.
For the Client Engagement Manager I level, oversee a single small-to-medium client program, focusing on daily operations, contract compliance, and partner communication.
Participate in strategic client meetings and renewal discussions.