Senior Manager, Customer Partnerships - Remote

Description

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.

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.

• 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 (Hub Spot 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