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Full Time

Client Services Manager

Company Overview:

Ringmaster is a cloud-based healthcare solutions provider created to simplify and enhance administrative processes by utilizing cutting edge technologies. Combining over a decade of expertise in both the healthcare and technology industries, RMT offers the first Fully Automated Workflow Optimization Solution that will drastically slash processing time and complexity while minimizing the turnaround time for Stop-Loss quoting, contracting, and policy administration. RMT is committed to modernizing Stop-Loss administration and creating optimal cost savings, value and growth to your organization. Ringmaster Technologies – Making Workflows Work Smarter.

Job Summary:

Do you love to innovate? Are you interested in being part of a forward-thinking organization working to optimize in an old school industry with a new solution? Do you love to provide an exceptional client experience? If so, we are looking for a person like you. Ringmaster is looking to fill the role of Client Services Manager.

In this role you will be responsible for developing long-term relationships with a portfolio of clients as well as connecting with key business executives and stakeholders. Client Services Managers are also the liaison between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to their needs. Candidates must have a strong technical aptitude and understand the SaaS environment. An ideal candidate must embrace the Ringmaster Model and offer clients an introduction to a software experience that exemplifies that.  The ideal candidate should also have a minimum of 2 years experience in self-funded client service, operations or stop loss marketing and/or claims.  Most critically, this position requires flexibility, agility, a positive attitude, a fierce work ethic; and the ability and desire to learn quickly, for delivery of a valuable client experience as part of a change agent organization. Must be able to work independently on assignments while simultaneously engaging in collaboration as part of an organizational team.

Requires a wide degree of creativity, problem-solving skills, and self-direction.

Key Responsibilities:

  • Act as the primary point of contact for building long-term, trusted-advisor relationships with clients which includes TPAs, Brokers and Carrier/MGUs.
    • Support the opportunity for RMT revenue by providing excellent client service through thorough, interactive training, follow up and promotion of the value proposition for each product.
  • Provide service to clients through email, phone, virtual meeting with presentations/screen-share, business conferences and in-person meetings
  • Ensure the timely and successful delivery of our software solutions according to client needs and objectives, and in line with the Ringmaster Model
    • Validate client Experience to ensure retention of current clients
    • Ensure timely user activation following onboarding/training
    • Support configuration tasks to support producer organizations needs to ensure user permissions and reporting
  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. Document findings and actions
  • Continually maintain an understanding of the industry landscape by participating in industry educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations as requested by your leadership
  • Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Take initiative to creatively support client solutions.
  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
  • Provide ongoing training needs to Producers necessitated by implementation, software enhancements, new staff onboarding, etc.
  • Forecast and track key account metrics. Monitor and analyze client’s usage of the software  and provide business plan for review
  • Responsible for supporting the Client Service team with the onboarding of TPAs and Brokers (Producers), and when needed to support a new Producer, Underwriters
  • Seek to understand the clients needs, and act as a liaison and/or advocate
  • Advocate for clients to support their needs within the client service and software product team
  • Based on data and analytics, provide continuing education on the appropriate use and management of the Ringmaster software
  • Helping clients learn about the software’s features
  • Training clients how to use the software
  • Ensuring that clients feel satisfied with their software and experience (software and people)
  • Responding to questions about the software and the functionality
  • Sharing information with the sales team to improve promotional efforts
  • Recording client feedback and questions for future use
  • Keeping track of software performance and utilization
  • Client relations and management of the client issues represents 75% of the time in this role
  • Travel 25% of time during peak. Training locally and out of state
  • Other job duties as assigned.

Required Qualifications:

  • Bachelor’s Degree and/or valued or equivalent work experience
  • Healthcare Industry and/or Stop Loss Insurance experience
  • Previous account management, operations or other relevant service related experience
  • Team player with proven ability to foster and manage working relationships within a small team and with the ability to build software adoption and drive results.
  • Creative thinker with ability to think outside the box and translate ideas into actions.
  • Strong problem-solving skills.
  • Excellent oral, written presentation and communication skills.
  • Proven ability to impact the client experience.
  • Proven appreciation for quality assurance processes
  • Self-motivated with demonstrated ability to drive results with a sense of urgency in a rapidly changing environment.
  • Understanding and appreciation for meeting defined deadlines and goals.
  • Limited travel, but must be reasonably flexible and nimble as needed to support organization and/or client needs
  • Strong technical competence
  • Intermediate to advanced skills using Microsoft Office Suite and/or Google equivalent (Word/Docs, Excel/Sheets, PowerPoint/Slides, Google Drive, etc.)

Preferred Qualifications:

  • Teamwork
  • Planning
  • Build Relationships
  • People Skills
  • Initiative
  • Client Focus
  • Emphasize Excellence
  • Manage Multiple Projects

Why work with us?

  • Competitive salary and bonus structure.
  • Comprehensive health, dental, and retirement plans.
  • Opportunities for professional development and growth.
  • A collaborative and innovative work environment.

Location: Remote

Reports To: Client Service Leader

Job Type: Full-Time

If you are a dynamic and forward-thinking marketer with a passion for healthcare, and you’re ready to make a significant impact in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Benefits:

  • 401(k)
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Paid time off

Schedule:

  • Monday to Friday

Job Type: Full Time

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