Client Director

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem‑solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Client Experience Director to join our growing team.

Job Summary: The Director of Client Experience leads the design, delivery, and continuous improvement of the end‑to‑end experience for our government clients. This role shapes client strategy, embeds client priorities across the organization, and ensures our teams understand how their work drives agency outcomes.

The director works across operations, technology, HR, finance, compliance, and product teams to create a consistent and mission‑aligned client experience. This is a senior individual contributor role with broad influence and strategic responsibility.

Responsibilities:

• Serve as the primary advocate for the client perspective across the company.
• Build and maintain a formal client experience strategy and roadmap in partnership with leadership.
• Gather, synthesize, and share client feedback to guide improvements to services, processes, and technology.
• Elevate opportunities that support higher satisfaction, stronger relationships, and better delivery outcomes.
• Partner with CFG and other key groups to ensure alignment on priorities and communication.

• Analyze the full client journey to identify pain points, gaps, and opportunities.
• Define and maintain standards for a consistent experience across all touchpoints.
• Collaborate with operations, sales, marketing, IT, and product/UI/UX teams to develop solutions that reflect client needs.
• Use data and insights to inform design decisions and prioritize enhancements.

• Develop and oversee training materials that help agency partners and internal teams use our systems effectively.
• Ensure client‑facing documentation is clear, current, and aligned with program requirements.
• Prepare communication plans for updates, new features, process changes, and program shifts.
• Support internal readiness by ensuring staff understand upcoming changes and their impact on the client.

• Translate client mission goals into operational objectives and measurable performance indicators.
• Work with functional leaders to ensure each department understands its connection to the client relationship.
• Introduce client‑centric scorecards and reporting tools to track performance and agency outcomes.

• Promote a client‑first mindset across the organization.
• Partner with HR and leaders to incorporate client experience principles into onboarding and ongoing development.
• Create opportunities to recognize employees who deliver exceptional service.
• Facilitate discussions that help teams better understand clients' constraints, priorities, and mission drivers.

• Share client insights broadly, ensuring teams have visibility into current challenges and successes.
• Lead structured "client pulse" reviews to keep teams aligned to expectations and emerging risks.
• Work with internal communications to reinforce the mission connection between our work and agency outcomes.

• Drive coordination between delivery, support, and oversight teams on issues that impact the client.
• Facilitate cross‑functional "client success" work groups that mobilize around risks or emerging needs.
• Host internal briefings to keep staff informed and prepared to support client priorities.
• Ensu…