Note: The job is a remote job and is open to candidates in USA. RVO Health is a health technology company focused on making healthcare easier to navigate, accessible, and affordable. The Associate Director, Client Operations will lead a key State Quitline account, oversee client strategy and retention, and manage and develop Client Managers. The role also coordinates cross-functional delivery, handles escalations and negotiations, and supports procurement and strategic planning for public health programs.
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 our largest State Quitline account, building trusted, executive-level relationships with state stakeholders
- Provide strategic consultative guidance on service delivery, program design, and Quitline enhancements, anchored in the client's evolving public health priorities
- Lead strategic account planning for the flagship account, including retention strategy, expansion/enhancement opportunities, and long-range roadmap alignment
- Own revenue targets for the flagship account and its associated solutions
- Lead contract renewal, amendment, and scope-of-work negotiations for the account, partnering with legal, finance, and program leadership as needed
- Lead, coach, and develop direct reports (Client Managers), including goal-setting, regular 1:1s, performance reviews, and career development planning
- Set team priorities and ensure workload, account assignments, and deadlines are managed effectively across the team's portfolio of State Quitline accounts
- Serve as an escalation point for the team's most complex client issues, and model best practices in client consultation, problem-solving, and relationship management
- Monitor key performance indicators and client status/health across the team's full book of business, ensuring consistent standards of account management
- Support hiring, onboarding, and ongoing skill-building for the Client Services team
- Represent Client Services in cross-departmental and leadership discussions on account strategy, escalations, and delivery
- Engage cross-functional teams (product, engineering, billing, evaluation, reporting) on delivery of relevant products, escalating and driving issues to resolution
- Contribute to and help lead the procurement response process for the flagship account and support the broader team's procurement response efforts for existing and prospective clients
- Create and champion strategic plans to target priority populations across accounts
- Present business reviews, performance results, and strategic recommendations to internal executive stakeholders and client leadership
- Travel periodically for onsite client visits, team building, and educational conferences
Skills
- 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
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
Company Overview