SENIOR DIRECTOR OF CLIENT SUCCESS

Palco•Boston, MA

About The Position

The Senior Director of Client Success provides a critical link between Palco and its various partners nationwide. They are responsible for leading operational excellence, implementation strategy, and streamlined execution across the organization. This individual serves as the operational gatekeeper for all client and programmatic needs within and adjacent to their areas of oversight, with a specific emphasis on quality assurance, growth, implementation, and ongoing service delivery in self-directed programs. They should possess an acute understanding of the interrelatedness of company departments in the execution of program responsibilities and a deep understanding of how departments function and how changes in one area affect operations in another. Additionally, they are expected to lead and facilitate high strategy meetings both internal and external. Internally, they should be dedicated to cross departmental collaboration and communication for a shared outcome of success. While still bound by all program rules, guidelines and state and federal law, they never fails to consider how a program may be improved in terms of responsiveness, effectiveness, and service and by extension the participant. They will work with their team of Area Directors and their Client Engagement team staff to execute on all program deliverables with excellence.

Requirements

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 standard 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.
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.
4 years of program management experience required.
Bachelor’s degree in human services, social work, health care policy/administration, business administration, business management, or a related field preferred.

Nice To Haves

Master’s degree or minimum of 4 years’ relevant work experience preferred.
Experience in Business Development or Sales and Marketing for program growth preferred.

Responsibilities

Act as a central operational resource for cross-departmental needs, serving as the go-to expert on self-direction and Palco’s service offerings.
Provide constant and ongoing support to the assigned State and MCO partner staff for program operations and health by supervising and supporting the Area Directors.
Serve as a primary operational partner to other members of the leadership team to identify friction points, streamline workflows, and align on execution strategy.
Provide a voice of operational practicality and innovation in leadership meetings and planning efforts.
Champion and model operational discipline, continuous improvement, and accountability in day-to-day processes and systems.
Drive excellence in self-directed services by leveraging deep programmatic knowledge to guide decisions, policy interpretation, and best practices.
Coordinate internally to solve complex implementation and client service issues, advocating for sustainable solutions and lean design principles.
Partner with stakeholders to assess state-specific regulations and develop compliant, scalable implementation strategies.
Serve as a senior-level point of contact for high-stakes operational client issues and escalations, as needed, in support of the Client Engagement Team.
Proactively identify opportunities to streamline operations and reduce manual entry and routine tasks, using data and frontline feedback to lead continuous improvement initiatives.
Influence other departments without directly managing them by facilitating collaboration and offering process support to improve efficiency.
Work closely with the Product team to ensure operational needs are considered in all solutions and innovations.
Ensure long-term program success by focusing on retention, responsiveness, and continuous value delivery.
Collaborate with the Chief Compliance Officer and VP of Program Operations on monitoring and reporting obligations, including contractual compliance and incident tracking.
Ensure accurate data collection and timely reporting on operational KPIs, implementations, and issue resolution.
Show successful outcomes in meeting program goals and achieving program growth.
Participate in on-site partner training, meet-and-greets, and other activities as scheduled or assigned.