CLIENT ENAGEMENT MANAGER

We’re Palco. We provide the management, support, and systems behind self-directed programs—the services that help people hire, pay, and manage their own caregivers with confidence. With 25+ years of experience as a national provider operating in over 17 states, we keep people at the center of everything we do. Through innovative technology and decades of expertise, we help states and partners run stronger, more compliant, and efficient programs. Our mission is to challenge the status quo and build smarter, more human-centered solutions that put power back in people’s hands.

Want to learn more about joining our team? Visit www.palcofirst.com to explore opportunities.

The Client Engagement Manager (CEM) provides the critical link between Palco and its various partners nationwide, while also supervising a small to medium-sized staff. Client Engagement Managers are the one-call, one-stop solution to all client needs, questions and issues. CEMs are the subject matter experts for the program or programs they support and provide expert-level knowledge to internal and external audiences alike. Engagement Managers balance their commitment to the company with an unyielding attitude of process and programmatic improvement. While still bound by all program rules, guidelines and state and federal law, the CEM never fails to consider how a program may be improved in terms of responsiveness, effectiveness and service by Palco and by extension to the program participant.

CEMs are the subject-matter experts in Palco processes and have an acute understanding of the interconnectedness of company departments in the execution of program responsibilities. This enables the CEM to pinpoint bottlenecks and suggest comprehensive solutions by understanding how departments function and how changes in one area affect operations in another.

Client Engagement Managers are also expected to build long-term relationships with new and existing clients and business partners, and conduct research to identify new business opportunities (markets) and client needs.

Duties and Responsibilities

Provide leadership and guidance to a small to medium-sized staff.
Develop and implement strategic plans to achieve contract objectives and ensure contract deliverables are met.
Monitor and analyze key performance indicators to identify areas for improvement.
Implement process improvement initiatives to enhance operational efficiency.
Provide expert level information of the workings of the program across all departmental workflows.
Collaborate with senior leadership to develop and execute business development strategies.
Ensure compliance with company policies, procedures, and regulatory requirements.
Build and maintain relationships with key stakeholders, including clients, vendors, and community partners.

Skills and Attributes

To excel in this role, you should possess the following skills:

Strong leadership qualities with the ability to motivate and mentor teams.
Excellent strategic planning skills to drive growth and achieve targets.
Proven experience in operations management, preferably in a multi-state environment.
Ability to analyze data and make informed decisions based on key performance indicators.
Exceptional project management skills to oversee multiple initiatives simultaneously.
Strong business development acumen with the ability to identify opportunities for growth.
Excellent negotiation skills to establish partnerships.
Effective communication skills, both verbal and written, to interact with stakeholders at all levels.
Represent Palco in all interactions with clients/state partners to which they are assigned.
Handle difficult or unusual situations with professionalism and discretion.
Apply acquired job skills and company policies and procedures to complete standard tasks.
Have strong analytical skills, decision-making skills, listening skills, and problem-solving skills.

Other Essential Traits

Must possess proficient skills with Adobe, Microsoft Word, Powerpoint, email, and internet.
Must possess good problem-solving skills.
Must be able to exercise tact and discretion under a variety of stressors.
Must be able to multi-task and meet deadlines.
Must understand and adhere to Palco’s Core Values.
Must have a valid driver’s license and dependable mode of transportation.
Must have and maintain active prepaid or contract cell phone plan for continual communication between participants, management, and/or company leadership.
Must be able to pass a criminal background check, maltreatment check, and drug screening.

Education and Qualifications

Minimum of a 4-year degree preferred.
3 years of account management or project management required.
Customer relations experience a plus.
Occasional travel may be required.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Join Us

This position is remote/work-from-home role. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

Company benefits designed for you:
- Generous Paid time off.
- Annual bonus potential.
- Retirement Savings: We will support you as you save for your future.
- Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to internal and external learning opportunities.
- Great Work Environment: We are proud of our company culture of collaboration and the recognition we have received for our diversity efforts.

Benefits package:

Employer shared Health Insurance cost
Employer paid Disability Insurance
Employer paid Life and AD&D Insurance
Vision Insurance
Cancer Insurance
Voluntary Life Insurance
Paid Time Off
Remote work environment
Paid holidays

When you join Palco, you are engaged in creating the future - both our company’s, the people we serve, and your own. We understand that our success is directly related to the success of our team. We strive to create a culture where you can:

Bring your authentic self to work.
Grow and thrive, both personally and professionally.
Make a difference with our clients, in our communities, and with the millions of people we support.
Experience work/life balance.
Feel value and a greater purpose through the work you do.

Palco, Inc. is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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CLIENT ENGAGEMENT MANAGER