Director of Client Relations - Remote

AllOne Health is in the business of care; and service is what matters most.

As a leader in workplace behavioral health, we’ve proven that a company’s success is directly linked to the health and well-being of their employees.

By joining our team, you will make a difference in the lives of our clients and their communities. The meaningful work that we do includes counseling, providing work-life resources, wellness and more through our Employee Assistance Programs (EAP).

We are currently seeking a Director of Client Relations to work remotely. This is a full-time, exempt position.

Position Summary:

Under the direction of the Managing Director, the Director of Client Relations will lead the client relationship function within a $10-15 million business unit in the Central Region. Reporting to the Managing Director, this role is pivotal in ensuring the health and longevity of client partnerships through a proactive, high-touch account management approach. The director will oversee the account management team, ensuring consistent and exceptional service delivery. This individual will collaborate with other Directors of Client Relations across five or more business units to maintain uniform account management standards and drive enterprise-wide excellence. By leveraging data insights, fostering strong client relationships, and mentoring their team, the Director of Client Relations will play a key role in enhancing client satisfaction, retention, and engagement. This position demands a dynamic leader adept at balancing strategic oversight with day-to-day team and client interactions.

 What You’ll Do:

• Corporate Leadership:
• Create and promote a high-performance culture of service, innovation, and results.
• Engage in continuous communication to ensure accurate and relevant information exchange.
• Manage team performance and development through the various talent management processes.
• Establish and maintain diverse talent pipeline to ensure strong leadership & a culture of inclusion.
• Initiate and support continuous process improvement in business workflows.
• Effectively interpret and apply all Corporate policies, procedures and protocols including ISO.
• Efficiently and effectively manage all financial resources to achieve optimal admin costs & ROI's.
• Account Management Oversight:
• Ensure the overall health of client relations for the $10-15 million EAP business unit.
• Develop and implement proactive, high-touch account management strategies to build and maintain strong client relationships.
• Monitor client satisfaction and retention metrics, addressing concerns swiftly to ensure superior client experience.
• Identify and support the Account Management team in creating strategies to secure clients demonstrating signs of risk related to customer retention.
• Team Leadership:
• Lead, mentor, and manage a regional Account Management team
• Provide consistent training, guidance, and performance evaluations to ensure uniformity and excellence in service delivery across all client accounts.
• Foster a collaborative and results-oriented team environment aligned with organizational values and the core competencies upheld by our core competencies.
• Provide regular updates to the Managing Director on client relationship health, team performance, and opportunities for improvement.
• Develop, review, and present reports on client satisfaction, retention rates, and team productivity metrics.
• Proactive Relationship Management:
• Design and implement initiatives to deepen client engagement, address emerging needs, and highlight the value of EAP services.
• Lead efforts to upsell and cross-sell relevant services in coordination with sales and marketing teams.
• Anticipate client needs by regularly reviewing account performance, utilization trends, and feedback.
• Stay informed of industry trends and client feedback to refine account management strategies.
• Recommend and implement innovative practices to improve the client experience and enhance team efficiency.
• Travel may be required
• Other job-related duties as assigned.

What You’ll Have:

• Bachelor’s or master’s degree in business, communications, human services or a related field; advanced degree preferred.
• Understanding of client needs in a service-based or healthcare-oriented business context.
• Proven experience in client relationship management, preferably in healthcare, employee assistance, or service-based industry.
• Strong leadership skills with experience managing diverse teams and client portfolios.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to analyze data, identify trends, and translate insights into actionable strategies.
• Proficiency in CRM tools and other account management platforms.
• Familiarity with Employee Assistance Programs (EAPs), healthcare services, or related fields is highly desirable.
• Leadership and Team Management: Proven ability to lead, mentor, and manage diverse teams effectively. Expertise in fostering collaboration, accountability, and high performance within a team environment.
• Client Relationship Management: Strong interpersonal and relationship-building skills to maintain and enhance client satisfaction. Ability to implement a proactive, high-touch approach to account management that anticipates and addresses client needs.
• Strategic Thinking and Problem-Solving: Capability to analyze data, identify trends, and develop innovative strategies for improving client engagement and retention. Resourceful and adaptable in addressing complex client challenges and operational dynamics.
• Emotional Intelligence and Cultural Competency: High emotional intelligence to navigate diverse clients and team dynamics with empathy and understanding. Sensitivity to and awareness of cultural differences, ensuring inclusiveness in service delivery and team interactions.

Company Perks:

• We don’t want you to wait - Immediate medical (Blue Cross/Blue Shield), dental, and vision insurance is available
• Self-Care is a top priority – We offer desirable work schedules and a generous amount of Paid Time Off
• Thinking about your future? – We have a 401(k) retirement program with a company match
• Of course, we know that life happens - Employee Assistance Program (EAP) benefits are available to you and your family
• …and many more! 

 AllOne Health is an AA/EO employer and actively seeks candidates from diverse backgrounds.