Associate Director, Client Engagement

Updated: Yesterday
Location: Remote, United States
Job :18987

You’re driven, resourceful, and above all else - remarkably smart.

The Associate Director, Client Engagement is responsible for oversight of the engagement manager (EM) team, identifying and implementing solutions/procedures for operational effectiveness, and financial acumen oversight. In addition, this individual helps to implement approaches for planning, organizing, managing, and executing projects. Direct management of 3-5 EM team members.

• Manages 3-5 EM team members (FLM and individual contributor), including performance mgmt/review, coaching, and professional development guidance
• Uses approved AI tools to support coaching conversations with direct reports by identifying themes from documented project updates, workload trends, development goals, and feedback, then translating those insights into clear, individualized guidance
• Coaches direct reports on responsible and effective use of approved AI tools, including prompt writing, validating outputs, protecting confidential or client information, and applying AI to improve project execution, communication, and follow-through
• Supports Director/Senior Director with oversight of engagement manager team, as well as overall operational processes and initiatives for Learning Solutions, providing coaching and guidance
• Defines, implements, and revises operational policies and guidelines for the organization
• Supports Director/Senior Director in monitoring the company’s revenue target to maximize profits and ensure resources are compliant with utilization targets
• Oversees the procurement and resource allocation management process
• Monitors resource capacity of delivery teams to identify needs for FTE and contractor support
• Manages new hire onboarding and employee training initiatives and conducts onboarding sessions as required for new hires
• Develops and implements standard processes, templates, and tools for the Learning Solutions team
• Drives processes and timeline adherence; ensures all team members, both internal and external, adhere to process guidelines and work together to problem solve issues
• Leverages approved AI tools and large language models (LLMs) to streamline routine project tasks, such as drafting meeting recaps, summarizing project status, organizing action items, and preparing first drafts of client or internal communications for review.
• Applies responsible AI practices by validating AI-generated outputs for accuracy, confidentiality, client requirements, and compliance with company policies before sharing or incorporating them into deliverables.
• Manages overall budget and utilization of contributing resources, revenue tracking, and forecasting throughout project lifecycle to ensure projects stay within scoped timeline and budget, including identifying and escalating requests that are out of scope
• Oversight of project specific risk analysis and mitigation as needed by EM team
• Ensures that all team members, including Business Development, are communicating throughout projects and leveraging key resources as needed
• Communicates the overall strategic intent of a project and provides project management support to meet the needs of the clients (i.e., both external and internal) when EM team is at capacity
• Identifies potential account/project opportunities and coordinates with business development
• Other duties as needed to meet the needs of the team
• Able to flex schedule accordingly to handle client requests and travel, as needed (up to 25% of time)
• Maintains a minimum Utilization rate of 100% (i.e., 40 Hours); with a minimum Client Billable Utilization rate of 65% (i.e., 26 Hours);
  Billable Utilization rate may vary based on number of direct and indirect reports