Client Account Manager, Customer Service

Customer Outcomes Manager I

Founded in 2003, Roundstone is not your typical insurance company. We’re on a mission to help employers save on healthcare benefits so they can put those savings towards bettering their businesses and taking care of their employees.

Demonstrates proactive ability to diagnose and fix root cause drivers of service problems. Develops and manages service plans in the most proactive and strategic manner possible. Proactively identifies potential service issues and takes steps to resolve those service issues that arise. Takes the lead on management of the integration of client’s and Roundstone’s internal organizations, with full responsibility for ensuring a smooth implementation that will be a building block to gaining the trust of employer groups.

Educates customer on Roundstone specific policies, product information, and procedures as well as industry issues and related current topics.

• Understand the background of each employer group & advisor
• Collaborate to ensure a positive customer implementation onto the Roundstone/Bywater platform
• Timely and accurate issue resolution and management of potential escalations
• Collaborate with the CSI team to assure the employer’s health plan design is optimized
• Developing relationships with partnered vendors while conveying information, educating and ensuring there is an understanding of any and all issue for all parties involved.

• Commitment to continuous business improvement.
• Ability to problem solve and communicate in a concise manner
• Ability to identify and solve for process improvement opportunities
• Ability to work closely with internal and external stakeholders
• Have effective planning, organizational and project management skills.
• Be able to manage multiple projects and tasks effectively and efficiently.
• Have the ability to work independently.
• Must be detail oriented.
• Excellent analytical, and written and oral communication skills.
• Proficient in all Microsoft desktop applications. (Word, Excel, Project, PowerPoint and Access)
• Bachelor degree from an accredited college or university- preferred
• Background in healthcare or insurance sales is strongly preferred
• 3-5 years of insurance industry experience, working for an insurance company, wholesaler, managing general agent or underwriter
• Customer Service experience

We’re leaders in our industry, so naturally we look out for our employees’ best interests with a robust benefits package. Roundstone employees are eligible for:

• Medical, dental and vision benefits
• Annual bonus
• Parental Leave
• Dependent care 100% match up to max allowable
• PTO beginning on Day 1
• Tuition reimbursement
• Health work/life balance
• Hybrid office schedule
• 401(k) plan with company match
• Employee Assistance Program n-site gym with personal trainer access ife insurance and short-term disability insurance

Headquartered in Rocky River, Ohio, Roundstone is proud to be a Northeast Ohio Top Workplace, as recognized by The Plain Dealer and , based on anonymous employee feedback. We foster a supportive, values‑driven culture where employees feel engaged, valued, and celebrated. Roundstone has also been named an Inc. 5000 award recipient for eight consecutive years, reflecting our continued growth and success.

Roundstone’s core values are evident every day and are shared with the community through the sponsorship of community events and outreach.

• Live well:
  Be healthier and bring positive energy to all you do.
• Work smarter:
  Get things done, better.
• Own it:
  Accountability is your middle name. Be on time, do what you say, and finish what you start.
• Be intellectually curious:
  Always be learning. See opportunity everywhere and have a drive to know.

Culture and fit are integral to success and in an effort to achieve a better match both from a candidate’s perspective and our organization, please take a minute, click on the link and take the really brief survey:

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Roundstone Insurance we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways.

You may be just the right candidate for this or other roles.