Associate Director, Client Operations

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Serve as the internal advocate for clients, fostering robust cross-functional partnerships to guarantee satisfaction, retention, and excellence in delivery.

• Act as the primary relationship owner and escalation point for the largest State Quitline account.

• Establish trusted, executive-level connections with state stakeholders.

• Provide strategic consultative advice on service delivery, program design, and enhancements for Quitline.

• Lead the strategic planning of accounts, including strategies for retention, opportunities for expansion, and alignment of roadmaps.

• Take ownership of revenue goals for the flagship account and related solutions.

• Manage contract renewals, amendments, and negotiations regarding the scope of work.

• Mentor and develop Client Manager direct reports through goal-setting, one-on-one meetings, performance evaluations, and career development.

• Establish team priorities and oversee workload, account assignments, and deadlines across the State Quitline portfolio.

• Address complex client issues and exemplify best practices in client consultation, problem-solving, and relationship management.

• Track KPIs and client statuses across the team's portfolio of accounts.

• Assist in hiring, onboarding, and skill development for the Client Services team.

• Represent Client Services in discussions with other departments and leadership.

• Collaborate with product, engineering, billing, evaluation, and reporting teams to resolve issues.

• Contribute to and help lead the procurement response processes.

• Develop and advocate for strategic plans aimed at priority populations.

• Deliver business reviews, performance outcomes, and strategic recommendations to executives and client leadership.

• Travel occasionally for onsite client meetings, team-building activities, and educational conferences.

⛳️ Requirements

• Over 7 years of experience in client or account management, with a focus on large, complex, or strategically important accounts.

• At least 2 years of experience in directly managing, mentoring, or leading others (preferably with direct people management experience).

• Proven ability to establish and maintain executive-level relationships with both external clients and internal stakeholders.

• Exceptional organizational and multitasking abilities, capable of balancing hands-on account ownership with team leadership duties.

• Outstanding written and verbal communication skills, including experience in presenting to senior stakeholders.

• Strong problem-solving capabilities, with a creative, proactive, and composed approach in high-pressure situations.

• Demonstrated ability to prioritize competing projects and tasks to meet deadlines in both account and team responsibilities.

• Must reside within the region of the key State Client to facilitate client meetings and travel obligations.

• Background in public health or a healthcare-related field.

• Previous experience in a formal people-management or team-lead role.

• Familiarity with project management software/platforms (e.g., Jira, SFHC, Asana, Monday.com).

• Experience with contract monitoring, amendments, scope-of-work evaluation, and budget oversight.

• Experience in contributing to or leading RFP responses.

• Must not require visa sponsorship for this position.

🏝️ Benefits

• Health Insurance Coverage (medical, dental, and vision).

• Life Insurance.

• Short and Long-Term Disability Insurance.

• Flexible Spending Accounts.

• Paid Time Off.

• Holiday Pay.

• 401(k) with matching contributions.

• Employee Assistance Program.

• Paid Parental Bonding Benefit Program.

• Pharmacy Benefits.

• Income Protection Plans.

• Pet Services Plans.

• Mental Health Support.

• Wellness Coaching.

• HSA - Health Savings Account.

• Commuter Benefits.

• Gym & Fitness Center Discount Program.