[Remote] Associate Director, Client Operations

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, more accessible, and more affordable. The Associate Director, Client Operations will lead a key State Quitline client relationship, own account health and growth, and manage and develop Client Managers. The role also involves cross-functional collaboration, strategic account planning, contract negotiations, and support for tobacco and nicotine cessation 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
• Travel periodically for onsite client visits, team building, and educational conferences
• 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