Client Sucess Manager

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.  

About the role

The Client Success Manager is accountable for and success is primarily measured by client retention and increased revenue through renewals, selling additional Quantum services, and monitoring and ensuring successful performance guarantee outcomes.  The Client Success Manager has responsibility for managing all facets of the relationship between our clients and Quantum Health.  This person is the primary leader assigned to accounts to manage client satisfaction and retention, member satisfaction, service delivery, and reporting and analysis activities.   The role includes working with various internal business partners to deliver Quantum Health’s value proposition. The ideal candidate will have a background in small to mid-scale customer relationship management with demonstrated success exceeding expectations maintaining and growing their book. 

Location: This position may work remotely anywhere in the United States of America with significant business travel to and from prospect/client sites and/or the Quantum Health home office in Dublin, OH.

What you’ll do (Essential Responsibilities)

• Providing overall, strategic oversight of the client experience.
• Building and maintaining strong relationships with key client stakeholders.
• Building and maintaining strong relationships with clients’ advisors.
• These activities will ensure the clients and consultants consider the Client Success Manager a trusted advisor.
• Leading the recurring client performance reporting and analysis.
• Providing guidance to clients to optimize the partnership with Quantum Health – e.g. driving member engagement, integrating with other vendor partners, etc.  
• Managing the financial relationship with clients, negotiating contract renewals, etc. 
• Reinforcing the Quantum story and value to both the client and the members to ensure client satisfaction and retention of membership and growth of revenue.
• The Client Success Manager is responsible/accountable for retention of assigned clients and revenue.
• Acting as the primary client liaison within Quantum Health’s operations.
• Working with the dedicated implementation team as needed to successfully onboard new clients.
• Resolving escalated operations issues.
• Managing operational deliverables, based on client needs, to ensure client and Quantum success.
• All other duties as assigned.

What you’ll bring (Qualifications)

• Education: Bachelor's degree in business or equivalent experience. 
• Experience: 2 – 5+ years' related industry experience in consulting, sales, or other applicable area.
• Strong verbal and written communication skills.
• Strong in-person presentation skills.
• Proficient PC skills, including MS Office Suite.
• Experience with CRM software, Salesforce experience preferred.
• Experience with creating and maintaining: Account Plans, Health Score Updates, General Account Status and overall management in CRM software
• Travel required as needed – cyclical depending on client needs.
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• 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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