What are the responsibilities and job description for the Client Success Executive position at quantum-health?
Description
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.
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 Executive (CSE) is responsible for ensuring clients achieve maximum value from the company's products or services, fostering long-term client satisfaction, and driving client retention and growth. The CSE works closely with clients to understand their goals, ensure effective adoption, and identify opportunities for account expansion and business growth. This role involves day-to-day client management, proactive engagement to address client needs, and collaborating cross-functionally to drive success outcomes.
The ideal candidate will have a background in mid-scale customer relationship management with demonstrated success exceeding expectations maintaining and growing their book.
Essential Roles and Responsibilities (State the activities that are essential to job success; begin each statement with an active verb and end with some purpose; group like or similar activities under a common heading; assign percent of time spent for each group; percent of time spent must add up to 100%)
What you’ll do (Essential Responsibilities)
- Client Value Realization: Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals.
- Client Relationship Management: Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels.
- Onboarding & Adoption: Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs.
- Client Growth & Upselling: Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue.
- Retention & Renewal Management: Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value.
- Client Health Monitoring: Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth.
- Strategic Account Planning: Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts.
- Performance Metrics & Reporting: Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. Regularly report progress and outcomes to both clients and internal stakeholders.
- Issue Resolution: Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary.
- Cross-functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey.
- Client Feedback & Product Improvement: Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.
- All other duties as assigned.
What you’ll bring (Qualifications)
- Education: Bachelor's degree in business or equivalent experience.
- 5 - 7 years' related industry experience in consulting, sales, or other applicable area.
- Proven experience in client success, account management, or customer experience, with a focus on driving client outcomes and revenue growth.
- Strong relationship-building and communication skills, capable of working with a variety of client stakeholders, including executives.
- Experience in managing complex client accounts and coordinating across multiple departments.
- A results-driven mindset, with a focus on client retention, growth, and overall satisfaction.
- Proficiency with CRM systems and client success platforms.
- Analytical thinking and problem-solving skills to proactively address client challenges.
- Travel required as needed – cyclical depending on client needs.
- Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies.
- 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.
