Sr Client Success Executive-Strategic Accounts

Location: This position is located at our Dublin, OH campus with hybrid flexibility or may work remotely anywhere in the United States of America.

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 Sr Client Success Executive, Strategic Accounts 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 Sr CSE, Strategic Accounts 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 national scale customer relationship management with demonstrated success exceeding expectations maintaining and growing their book.  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.

These activities will ensure the clients and consultants consider the Client Executive IV a thought partner and trusted advisor.

The Client Executive IV is responsible/accountable for retention of assigned clients and revenue.

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 and regularly engage with executive leadership to provide insights, align on strategic priorities, and drive organizational support for key initiatives.

Client Feedback & Product Improvement: Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

Act as the primary client liaison within Quantum Health’s operations.

Work with the dedicated implementation team to successfully onboard new clients.

Resolve escalated operations issues and implementing changes to prevent repeated issues.

Convey clients’ strategic goals within the Quantum Health organization. Develop a plan and working cross-functionally to ensure successful execution.

Manage operational deliverables, based on client needs, to ensure client and Quantum success.

Update and maintain Quantum Health’s CRM for strong articulation of client health, status and overall management.

All other duties as assigned.

What you’ll bring (Qualifications)

Education: Bachelor's degree in business or equivalent experience. Master’s degree preferred but not required.

Experience: 10 - 12+ years' related industry experience in consulting, sales, or other applicable area(s).

Prior Health Insurance experience preferred.

Demonstrated ability to handle high pressure situations, complex scenarios, and large clients.

Proven ability to think creatively about how to solve problems with available resources.

Strong negotiation, analytical, verbal, written, and in-person presentation skills.

Proficient PC skills, including MS Office Suite.

Experience with CRM software, Salesforce experience preferred.

Experience with creating and maintaining account hygiene and overall management in CRM software.

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.

Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.

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