Manager – Customer Partnerships

Description

Why Work for Us?

As a company, we are dedicated to treating each other and our employees with compassion, respect, and care. This has contributed to our ability to help others and to proudly say we have been named one of the nation’s Best and Brightest Companies to work for eight years in a row.

 

R3 firmly believes that working together to achieve greatness is imperative to positively impacting the lives of others. This collaborative spirit is part of everything we do. Our leadership and diverse team members all embrace this truth: when we join forces, we are unstoppable when it comes to making tomorrow better than today for people.

 

R3 Continuum provides eligible full-time employees with a comprehensive benefits package including medical, dental, vision, life, disability insurance, a 401(k) retirement plan with company matching, paid time off, paid parental leave, bonus program, and more.

Join a company dedicated to helping people and organizations thrive.

Position Summary

The Manager of Customer Partnerships is responsible for strengthening and expanding R3’s strategic, clinical, and operational relationships with EAP customers. This role ensures seamless customer experience, drives ongoing account performance, and identifies opportunities for retention and growth. The Manager serves as a trusted advisor to customers and an internal advocate, collaborating closely with Clinical SMEs, Operations, Sales, IT, Accounting, and Product to ensure a consistent, high-quality customer experience.

Subordinate Jobs

None.

Essential Functions

Customer Partnership & Strategic Account Management

• Build, strengthen, and maintain a book of business including long-term customers, to support retention, revenue growth,      and quarterly performance goals.
• Create and maintain robust account plans 
• Serve as the primary point of accountability for customer satisfaction, strategic alignment, and performance outcomes.
• Provide proactive and timely communication, education, and support to assigned customers.
• Conduct recurring strategic customer check-ins and QBRs to review service utilization, program performance, and emerging      needs.
• Independently deliver and interpret annual stewardship reports and monthly/quarterly performance summaries and      translate data into actionable insights.
• Identify, pursue, and close upsell and cross-sell opportunities to drive growth within assigned accounts, including leading presentations with Sales and SMEs.
• Lead renewal activities including preparation, strategy development, contract review, and customer negotiations to align customer goals with internal revenue objectives.

Cross-Functional Collaboration

• Partner with Sales to support RFPs, RFIs, proposals, and customer-facing presentations.
• Collaborate with Accounting on invoices, audits, reconciliation, and receivables.
• Partner with Network Development to match provider capabilities with customer needs.
• Maintain accurate documentation and data integrity in CRM systems (HubSpot preferred).
• Represent R3 at industry events and conferences to build relationships and enhance market knowledge.

Customer Advocacy, Issue Resolution & Continuous Improvement

• Manage customer escalations including CAPs and RCAs; coordinate investigation and timely resolution of service concerns.
• Maintain strong product knowledge and act as an internal and external SME for the R3 Solutions portfolio.
• Identify and recommend process improvements to increase efficiency and enhance the customer experience.

Required Skills/Abilities:

• Demonstrated ability to build, nurture, and retain strong customer relationships. 
• Expertise in presenting and articulating product value; ability to serve as an SME for R3 Solutions. 
• Strong customer service orientation with proven success managing complex escalations. 
• Ability to analyze data, identify trends, and translate insights into strategies and recommendations. 
• Strong analytical, critical thinking, and problem-solving skills. 
• Proven ability to develop renewal, retention, and expansion strategies. 
• Excellent verbal and written communication skills; skilled presenter to diverse audiences. 
• High proficiency in Microsoft Office Suite, Power BI, CRM platforms (HubSpot preferred), and Copilot/AI tools. 
• Strong organizational skills, with the ability to prioritize competing demands and maintain accuracy. 
• Effective collaborator with cross-functional teams including Operations, Clinical, Sales, IT, Accounting, and Network Development. 
• Understanding of healthcare, EAP, benefits, or behavioral health systems and environments.

Education & Licensing

• Bachelor’s degree from an accredited institution required. 
• Preferred fields of study: Psychology, Business, or related discipline.

Experience

• 4 years of experience in Account Management, Client Success, or Customer Partnerships required. 
• 2 years of experience in EAP, behavioral health, HR benefits, or a related field, preferred. 

Requirements

Physical Work Requirements

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.

The starting pay range for this position is $71,000 - 90,000/annually. The position’s pay range represents the national average pay for similar roles. R3 considers factors such as (but not limited to) experience, internal pay equity and other business considerations when extending an offer.

All applicants must reside in the United States. Employment contingent on a successful background check, work history verification, reference checks, and signing a non-disclosure agreement.
 

R3 Continuum is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. For individuals with disabilities who would like to request an accommodation, please contact our Human Resources department at [email protected].