Senior Manager, Customer Partnerships - Remote

R3 Continuum is a company dedicated to helping people and organizations be more resilient and thrive. The Senior Manager of Customer Partnerships is responsible for strengthening and expanding strategic relationships with customers, ensuring seamless transitions from sale to implementation, and driving ongoing account performance.

Responsibilities:

• Build, strengthen, and maintain a book of business including long-term customers, to support retention, revenue growth, and quarterly performance goals
• 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 check-ins 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
• Lead new customer onboarding, coordinating with Operations, SMEs, IT, and Accounting to ensure a seamless launch
• Facilitate customer system integrations and enhancements in collaboration with Strategic Accounts and IT
• Support internal teams in resolving customer process deviations and ensure adherence to required workflows and SOPs
• 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
• 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
• Participate in department and company meetings, as requested
• Support onboarding and training of new Customer Partnership Managers, ensuring consistent role readiness, successful integration into the team, and alignment with R3’s standards for customer engagement and service delivery
• Perform other responsibilities as assigned

Requirements:

• 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
• Bachelor's degree from an accredited institution required
• 4 years of experience in Account Management, Client Success, or Customer Partnerships required
• Preferred fields of study: Psychology, Business, or related discipline
• 2 years of experience in EAP, behavioral health, HR benefits, or a related field, preferred