Client Engagement Area Director

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Management Akron, OH, US

CLIENT ENGAGEMENT AREA DIRECTOR

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 Client Engagement Area Director is responsible for overseeing a portfolio of client contracts and programs, ensuring operational excellence, contract compliance, and high-quality service delivery. This role leads a team of Client Engagement Managers and Specialists who manage day-to-day operations and support program growth and sustainability. The Area Director works closely with cross-departmental partners to ensure strategic alignment, operational efficiency, and continuous process improvement.

• Lead, mentor, and develop a team of Client Engagement Managers and Specialists.
• Set clear performance goals and ensure accountability through coaching, feedback, and performance evaluations.
• Foster a culture of collaboration, accountability, and continuous improvement.
• Oversee workload distribution and resource allocation to ensure timely and effective client support.
• Provide regular and consistent updates to the Sr. Director of Client Success regarding program key initiatives, growth and team metrics.
• Contribute to the development and execution of department and organizational goals.
• Support the Business Development and Marketing team in identifying and pursuing opportunities for client program expansion or enhancement.
• Stay informed on industry trends, regulatory updates, and best practices to ensure operational excellence and client satisfaction.

• Partner with internal departments—including Operations, Product Management, Finance, and Technology to ensure seamless delivery of services and solutions.
• Identify and implement process improvements to enhance efficiency, reduce costs, and improve service quality.
• Analyze program data and trends to inform strategic decision-making and operational planning.
• Collaborate with leadership to develop and execute strategies that support program growth, innovation, and sustainability.
• Partner with the Operations Team to ensure seamless handoff from implementation to operational delivery and continuous improvement of client programs.
• Collaborate with the Project Management Team to align project delivery with product roadmaps, enhancements, and strategic initiatives.

• Establish and monitor KPIs and success metrics for client engagement team performance.
• Develop reporting and analytics to communicate project performance, trends, and opportunities for improvement to leadership.
• Take a proactive approach for creating and suggesting resolutions to issues/concerns for clients and partners, researching and coordinating with other Palco departments when required.
• Maintain an outcome-oriented, “can-do” attitude, provide timely feedback to partners on issues.
• Embody the highest…