Associate Director, Client Operations
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Job Description
Associate Director leading flagship State Quitline accounts and Client Managers. Driving client retention, revenue, renewals, and tobacco cessation services at health technology company RVO Health.
Responsibilities:
- Act as the client's internal advocate, building strong cross-functional partnerships to ensure satisfaction, retention, and delivery excellence
- Serve as the senior relationship owner and primary escalation point for the largest State Quitline account
- Build trusted, executive-level relationships with state stakeholders
- Provide strategic consultative guidance on service delivery, program design, and Quitline enhancements
- Lead strategic account planning, including retention strategy, expansion opportunities, and roadmap alignment
- Own revenue targets for the flagship account and associated solutions
- Lead contract renewal, amendment, and scope-of-work negotiations
- Lead, coach, and develop Client Manager direct reports through goal-setting, 1:1s, performance reviews, and career planning
- Set team priorities and manage workload, account assignments, and deadlines across the State Quitline portfolio
- Escalate complex client issues and model best practices in client consultation, problem-solving, and relationship management
- Monitor KPIs and client status across the team's book of business
- Support hiring, onboarding, and skill-building for the Client Services team
- Represent Client Services in cross-departmental and leadership discussions
- Engage product, engineering, billing, evaluation, and reporting teams to drive issues to resolution
- Contribute to and help lead procurement response processes
- Create and champion strategic plans targeting priority populations
- Present business reviews, performance results, and strategic recommendations to executives and client leadership
- Travel periodically for onsite client visits, team building, and educational conferences
Requirements:
- 7+ years of experience in client or account management, including experience managing large, complex, or strategically significant accounts
- 2+ years of experience directly managing, mentoring, or leading others (direct people management experience strongly preferred)
- Demonstrated ability to build and maintain executive-level relationships with external clients and internal stakeholders
- Strong organizational and multi-tasking skills, with the ability to balance hands-on account ownership with team leadership responsibilities
- Excellent written and verbal communication skills, including experience presenting to senior stakeholders
- Strong problem-solving skills, with a creative, proactive, and calm approach under pressure
- Proven ability to prioritize competing projects and tasks to meet established deadlines across both account and team responsibilities
- Must live within the region of the key State Client to accommodate client meetings and travel needs
- Background in public health or a health care–related field
- Prior experience in a formal people-management or team-lead role
- Experience working with project management software/platforms (e.g., Jira, SFHC, Asana, Monday.com)
- Experience with contract monitoring, amendments, scope-of-work review, and budget management
- Experience contributing to or leading RFP responses
- Must not require visa sponsorship for this role
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 match
- 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
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