Senior Director Of Client Success

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Akron, OH, US

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.

• 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…