CLIENT ENGAGEMENT MANAGER

Palco•Boston, MA

3d•Remote

About The Position

The Client Engagement Manager (CEM) serves as a key link between Palco and its State and MCO partners nationwide. The CEM is the primary point of contact for partner questions and issues, and a subject matter expert on the programs they support. The role requires understanding how Palco departments interact to deliver program responsibilities and how operational changes in one area affect others. The CEM balances contract deliverables, compliance, program growth, solutions, and continuous process improvement while following program rules and applicable state and federal law. The CEM supports and, when necessary, supervises Client Engagement Specialists in day-to-day work. They lead and facilitate strategic meetings with internal and external stakeholders and collaborate across departments to support shared outcomes. They consider opportunities to improve program responsiveness, effectiveness, and service for participants. The entry-level Client Engagement Manager I oversees one small-to-medium client program requiring a dedicated resource. The role focuses on day-to-day operations, contract compliance, and partner communication; works under close supervision of the Client Engagement Area Director; and develops foundational experience in client management and contract performance monitoring. It also contributes to strategic client meetings and renewal discussions. This is a remote, work-from-home position. Palco describes a collaborative work culture and offers paid time off, potential annual bonuses, retirement savings support, career growth opportunities, and paid training. The benefits package also includes employer-shared health insurance costs, employer-paid disability and life/AD&D insurance, vision insurance, cancer insurance, voluntary life insurance, and paid holidays.

Requirements

At least 4 years of program management or project management experience.
Excellent verbal and written communication skills, including effective phone communication.
Ability to communicate with people with varying backgrounds, abilities, disabilities, and communication styles using person-centered techniques.
Strong analytical, decision-making, listening, problem-solving, time-management, and organizational skills.
Ability to build rapport with colleagues and business partners.
Ability to handle difficult or unusual situations with professionalism, tact, and discretion.
Ability to multitask and meet deadlines.
Proficiency with MS Office and CRM software.
Ability to consult with peers or upper management on complex and unusual problems, apply job skills and company policies to standard tasks, and use policies and past practices for guidance.
Ability to understand and adhere to Palco’s Core Values.
Bachelor’s degree in human services, social work, health care policy/administration, business administration, business management, or a related field is preferred; a master’s degree or at least 4 years of relevant work experience is also preferred.

Nice To Haves

Bachelor’s degree in human services, social work, health care policy/administration, business administration, business management, or a related field.
Master’s degree or at least 4 years of relevant work experience.
Experience in business development or sales and marketing for program growth.

Responsibilities

Provide ongoing support to assigned State and MCO partner staff for program operations and health.
Address questions, issues, and participant problems reported to program partners and Palco staff.
Research and coordinate with other Palco departments to develop proactive resolutions to client and partner concerns.
Communicate with partners through person-to-person, telephone, written, and electronic channels, and lead stakeholder meetings toward efficient resolution.
Provide expert information on program rules and policies across departmental workflows.
Break complex issues into manageable, outcome-oriented solutions.
Participate in management roundtables about pervasive issues and recommend business-based improvements or remediation.
Create meeting agendas; schedule and host conference calls and webinar training with management and partners.
Prepare high-level program overview reports for assigned accounts for annual and quarterly presentations, including staff and program growth goals.
Meet program goals and achieve program growth.
Participate in on-site partner training, meet-and-greets, and other assigned activities.
Collaborate across departments and, when necessary, supervise Client Engagement Specialists to oversee and support day-to-day functions.
Lead and facilitate high-strategy internal and external meetings.
For the entry-level Client Engagement Manager I role, oversee one small-to-medium client program, support day-to-day operations and contract compliance, and contribute to strategic client meetings and renewal discussions.