What are the responsibilities and job description for the SENIOR DIRECTOR OF CLIENT SUCCESS position at Palco?
Senior Director of Client Success
Palco is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, Palco provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. We are a highly organized company that offers flexible working hours, a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.
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.
Duties and 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.
Skills and Attributes
- 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.
- 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.
Other Essential Traits
- 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.
Education and Experience
- Bachelor’s degree in human services, social work, health care policy/administration, business administration, business management, or a related field preferred. Master’s degree or minimum of 4 years’ relevant work experience preferred.
- 4 years of program management experience required.
- Experience in Business Development or Sales and Marketing for program growth preferred.
Join Us
Company benefits designed for you:- 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.
When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:
Bring your authentic self to work.- Grow and thrive, both personally and professionally.
- Make a difference with our clients, in our communities, and with the millions of people we support.
- Experience work/life balance.
- Feel value and a greater purpose through the work you do.
Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis.