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Role Description

The Client Service Delivery Manager leads day-to-day operational performance for assigned healthcare clients, ensuring high levels of client satisfaction and service excellence. This role serves as the primary liaison between clients and internal teams, driving cross-functional collaboration, resolving service issues, delivering data-driven insights, and supporting strategic growth initiatives within a complex, matrixed healthcare environment.

This position is eligible for remote work, but quarterly travel will be required to Avalon's corporate office located in Tampa, Florida.

Essential Functions and Responsibilities:

• Build and maintain strong partnerships and rapport with key strategic contacts across an assigned set of client accounts.
• Serve as a central conduit between Account Management, Client Support, and Operations ensuring alignment and seamless service delivery across all client-facing operational activities.
• Act as a liaison and escalation point for client-related service issues, proactively managing expectations and driving timely resolution.
• Lead day-to-day client communications with assigned clients including regular client meetings, operational updates, and service performance discussions.
• Support Account Management by providing strategic insights and analytics to assist in renewal and upsell discussions.
• Responsible for communicating client reporting, analytics, and SLAs for assigned clients.
• Provide timely and accurate responses to client service delivery inquiries.
• Support the Client Service Delivery team in developing client facing operational presentations, service updates, and material for recurring and ad hoc client engagements.
• Contribute to operational process improvements and the creation of client-facing documentation to enhance service delivery effectiveness and consistency.

Qualifications

• Bachelor’s degree or significant and relevant direct work experience in lieu of degree
• 4+ years’ experience in healthcare account management
• Willingness and ability to travel to client sites and providers, as needed.
• Solid understanding and knowledge of the healthcare industry, payers, and regulations required.
• Demonstrated business acumen in health plan operations and processes.
• Proven success in building and maintaining key client relationships
• Experience in managing projects and enhancing operational processes
• Strong analytical skills with the ability to generate actionable reports and translate data into clear, client-ready insights and materials.
• Creative ability to solve problems.
• Capable of working cross-functionally to communicate proactively and resolve issues with appropriate urgency.
• Proven success working in a matrix environment
• Advanced PowerPoint skills with the ability to create ‘client ready’ presentations

Requirements

• Experience in a start-up or early-stage company helpful.
• Knowledge of reference laboratory business, esoteric tests and processes strongly desired.
• Working knowledge of Medicare and Medicaid programs.