Quantum Health→
Client Sucess Manager at Quantum Health in Dublin, OH
Skills
Job Description
Description
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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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.
- Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer .
- Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
- 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.
Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, click here to submit a recruitment accommodation request.
Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.