Client Support 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 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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