Client Support Manager

Quantum Health, Inc. • Dublin, OH

3d • Hybrid

About The Position

The Client Support Manager supports revenue retention, client satisfaction, and strategic engagement across an assigned book of business. The role manages day-to-day client needs, account plan execution, reporting and analytics, cross-functional coordination, action plans, and operational issue resolution. The manager partners with Senior Client Success Executives on account strategy, client relationships, renewal strategy, risk management, presentations, and roadmaps. They turn reporting and analytics into insights that inform decisions and strengthen value, program adoption, and growth. The ideal candidate has experience managing mid-to-large and jumbo accounts.

The position may be performed remotely anywhere in the United States or in a hybrid arrangement from the company’s Dublin, Ohio location. Travel of approximately 25% is required as needed, depending on client needs.

Requirements

• Bachelor’s degree in business or equivalent experience.
• At least 5 years of relevant experience in client success, consulting, strategic account management, or another applicable area.
• Strong critical-thinking, verbal communication, written communication, and in-person presentation skills.
• Proficiency with PC skills, including Microsoft Office Suite and CRM software.
• Experience creating and maintaining account plans, health score updates, and general account status.
• Ability to navigate complex conversations, influence stakeholders, and drive alignment across internal and external teams.
• Ability to translate data into a persuasive, compelling story with clear, actionable insights and recommendations.
• Ability to travel approximately 25% as needed, depending on client needs.
• High personal accountability and trustworthiness, commitment to company policies, values, and ethics, and care in protecting sensitive data.
• Legally authorized to work in the United States permanently without requiring sponsorship.

Nice To Haves

• Experience in healthcare benefits, consulting, or related industries.
• Salesforce and ServiceNow experience.
• Experience managing mid-to-large and jumbo accounts.

Responsibilities

• Facilitate weekly client meetings, including owning agendas, minutes, and action items, and ensuring appropriate attendees are invited and participate.
• Keep client information and updates current in documentation and systems.
• Maintain strong operational and systems knowledge and support risk mitigation.
• Build trust and credibility with clients and consultants through accurate, timely communications and issue resolution.
• Participate in process improvement, annual activities, and administrative duties as needed.
• Lead client performance reporting and translate data into actionable strategic insights that influence decisions and demonstrate measurable value.
• Use data insights to develop, maintain, and execute strategic account plans focused on retention, growth, and satisfaction.
• Guide Client Success Executive IV in optimizing the partnership, including driving member engagement and integration with other vendor partners.
• Reinforce the company’s value and protect and elevate the member experience to strengthen client confidence and satisfaction and support long-term revenue growth.
• Serve as the primary client liaison with operations and cross-functional teams.
• Work with the implementation team as needed to onboard new clients successfully.
• Manage escalated operational issues, ensuring root-cause awareness and timely action.
• Manage cross-functional operational deliverables according to client needs.
• Perform other duties as assigned.

Benefits

• Competitive base and incentive compensation.
• Health, vision, and dental coverage, along with life insurance, legal and identity protection, adoption assistance, EAP, and Teladoc services.
• 401(k) plan with up to 4% employer match and full vesting on day one.
• Paid time off, 7 paid holidays, parental leave, volunteer days, and paid sabbaticals.
• Tuition reimbursement up to $5,250 annually, certification and continuing education reimbursement, discounted higher education partnerships, paid trainings, and leadership development.
• Modern workplace with 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level