Description: Why Work for Us? Workplace well-being is more important than ever. We are the winner of the 2018, 2019, 2020, 2021, 2022, 2023 and 2024 Best and Brightest Companies to Work for In The Nation. We have also won the 2020 Best Places to Work Award, Minneapolis/St. Paul Business Journal. Our employees benefit from a competitive benefits package that includes paid time off (PTO), parental leave, paid holidays, insurance (medical, dental, vision, life, STD, LTD), flexible schedules, a 401k program with company match, and profit sharing. Insurance benefits effective on the 1st of the month following hire. At R3 Continuum, we believe our differences don’t divide us but teach us. R3 Continuum eagerly embraces diversity and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against based on any protected classifications. Join a company dedicated to helping people and organizations be more resilient and thrive. Position Summary The Senior Manager of Customer Partnerships is responsible for strengthening and expanding R3’s strategic, clinical, and operational relationships with customers. This role ensures seamless transitions from sale to implementation, drives ongoing account performance, and identifies opportunities for retention and growth. The Senior 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. 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.
• 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.

Onboarding, Implementation & Operational Coordination

• 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.

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.

Secondary Functions

• 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: 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. [NJ1] [TD2]
• 2 years of experience in EAP, behavioral health, HR benefits, or a related field, preferred.

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 $77,312 - 88,850 per year. 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].