Manager of Client Experience

Job Details

Remote Type Fully Remote

Description

Company: ACES
Title: Manager of Client Experience

ACES is a rapidly growing private equity-backed autism services company that is dedicated to enhancing the quality of life for individuals and families impacted with autism or other special needs. We provide comprehensive, professional services to maximize individuals' potential throughout their lifespan.

ACES’ distinguished care is grounded in an industry-leading model of behavioral artistry – which combines the best clinical practice of traditional Applied Behavioral Analysis (ABA) with humanistic elements that help our clients generalize their skills and gain independence. Serving 80+ markets across 9 states, we are motivated to grow both so that we can serve more clients and close the significant supply gap that currently exists across the United States.

The Manager of Client Experience will report to and work with the Director of Growth Operations Implementation (DGOI) to support the steps necessary to meet schedules and achieve all growth metrics related to new center openings. This position will be accountable for the success of the center launches, P&L, and coordination of multiple support teams, in partnership with local leadership. This role will enhance our client-facing teams and optimize our service delivery. This role requires a strong blend of sales expertise, operational acumen, and a passion for customer service. will play a crucial role in training client-facing teams while ensuring an exceptional client experience, they are equally solution and detail-oriented with a calm ability to make progress. They take seriously their role of driving success for new ACES locations, leaning-in however necessary.

Job Responsibilities:

Essential job responsibilities of the Manager of Client Experience include, but are not limited to:

• Support to identify, secure, and set-up new build centers in expansion locations

• Coordinate with in clinic leaders for client growth

• Coordinate with payor relations team to establish and/or nurture payor relationships

• Coordinate with client engagement team to establish and/ or nurture non payor client referral source relationships

• Support center operations to achieve hiring, client, and hours targets in partnership with the local leadership team

• Collaborate to develop playbook on best practices for expansions and integrate best practices among cross functional teams

• Assist in achieving of initial targets for expansion locations

• Coordinate with cross functional teams to organize necessary resources

• Client experiences enhancement

• Team training and development

• All other duties as assigned

This list of responsibilities is not meant to be exhaustive. ACES can modify this job description/responsibilities at any time and in its sole discretion.

Qualifications

Qualifications:

• Driven by our mission; embodies ACES values and culture

• Strong intellectual curiosity with a growth mindset

• Mature and self-aware with a professional presence

• Humble, caring, empathetic

• Displays grit and scrappiness, roll-up-your-sleeves worth ethic

• Quick learner who is comfortable with a high-level of ambiguity

• Excellent communication skills

• Ability to work independently with only general supervision

• Passion for service

• Ability to make decisions that balance client needs with operational growth

• Strong communication, presentation and interpersonal skills

• Proficiency with Microsoft Office suite of products

Physical Requirements:

• Ability to exert up to 10 pounds of force and lift/move up to 10 pounds.

• May include, without limitation, the following physical demands: sitting, typing and viewing a screen(s) for long periods of time.

What does an “ACE-ified” team member look like?

• Driven by our mission; embodies our values and culture
• Strong intellectual curiosity with a growth mindset
• Mature and self-aware, with a professional presence
• Exudes positive energy; pleasantly persistent
• Humble, caring and empathetic
• Displays grit and scrappiness, roll-up-your-sleeves work ethic
• Quick learner comfortable with a high level of ambiguity and geographically distributed team

Why ACES?

Join the ACES movement. 28 years ago, a teacher in her classroom had a vision, that she could not only uniquely improve the quality of life for her students - that she could also build an organization to help others do the same. And that they together could elevate the standards in the treatment of autism, discover new and better ways of providing care and create ripples of positive impact across millions of lives. We aim to be the standard setter and a household name for autism services in America whose growth will solve the current gap in the supply of quality care.

You can bring your whole self to work as you embody our core values!

Accountability, Collaboration, Flexibility, Fun, Innovation, Passion, Respect, Results, Service, Inclusion

ACES offers our teammates advantages that can’t be found in other workplaces, including:

• The opportunity to be part of a fast growing company focused on changing the future of behavioral therapy
• Collaborative, supportive, agile and fun culture
• High levels of responsibility and opportunities for advancement
• Paid vacation/sick time, retirement options, as well as health, vision, and dental benefits

Why does ACES offer all of these benefits? Because we know what it takes to deliver the highest level of care and our team deserves the best resources to succeed and enjoy their work. In return, we expect the best out of you!

ACES is an equal opportunity employer. We embrace diversity and encourage you to apply!