DescriptionAbout the role
The Client Support Manager is responsible for supporting revenue retention, client satisfaction, and driving strategic engagement within their assigned book of business. The Client Support Manager has responsibility for managing day-to-day client management, account plan execution, reporting and analytics, cross-functional coordination, action plan management, and oversight to operational issue resolution. You will work in partnership with Sr Client Success Executives supporting their efforts in account strategy, client relationships, renewal strategy, risk management, presentations and roadmaps. You will translate reporting and analytics into a compelling narrative that informs strategy and decisions that strengthen value, program adoption and growth. The ideal candidate will have a background in managing mid-to-large and jumbo account management.
Location: This position may work remotely anywhere in the United States of America or may work hybrid from our Dublin, Ohio location.
What you'll do (Essential Responsibilities)
Client Management
- Supporting and facilitating weekly client meetings, owning the agenda, minutes and action items. Ensuring all appropriate attendees are invited and attending.
- Ensuring all documentation including systems have current client information and updates.
- Building and maintaining strong operational and systems knowledge, and risk mitigation.
- Establishing trust and credibility with clients and consultants as a strategic partner by ensuring accurate and timely communications and issue resolution.
- Participating in process improvement and annual activities, and administrative duties as required.
Performance Management & Revenue Retention
- Leading client performance reporting, translating data into actionable, strategic insights that influence client decisions and demonstrate measurable value.
- Leveraging data insights to develop, maintain and execute strategic accounts plans focused on retention, growth and satisfaction.
- Providing guidance to Client Success Executive IV to optimize the partnership with Quantum Health - e.g. driving member engagement, integrating with other vendor partners.
- Reinforcing the Quantum story and value by protecting and elevating the member experience, ensuring client confidence, strengthening membership satisfaction, and fueling long-term revenue growth.
Cross Functional Alignment
- Acting as the primary client liaison within Quantum Health's operations and cross-functional teams.
- Working with the dedicated implementation team as needed to successfully onboard new clients.
- Managing resolution for escalated operations issues, ensuring root cause awareness and timely action.
- Managing cross-functional operational deliverables, based on client needs, to ensure client and Quantum success. Other duties as assigned
What you'll bring (Qualifications)
- Education: Bachelor's degree in business or equivalent experience.
- Experience: 5+ years' relevant experience in client success, consulting, strategic account management, or other applicable area, preferably in healthcare benefits, consulting or related industries.
- Strong critical thinking, verbal and written communication, and in-person presentation skills.
- Proficient PC skills, including MS Office Suite and CRM software, Salesforce, ServiceNow experience preferred.
- Experience with creating and maintaining: Account Plans, Health Score Updates, General Account Status.
- Comfortable navigating complex conversations, influencing stakeholders, and driving alignment across internal and external teams.
- Ability to translate data into a persuasive, compelling story with clear, actionable insights and recommendations.
- 25% of travel required as needed - cyclical depending on client needs.
- A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values and ethics, and to protecting the sensitive data entrusted to us.
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What's in it for you- Compensation: Competitive base and incentive compensation
- Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
- Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
- Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
- Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
- Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
- Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!
What you should know- Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
- Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.
- Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate's unique combination of experience and qualifications related to the position.
- Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
- Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
