Client Success Manager

MMRO, Inc. is seeking a driven, detail-oriented Client Success Manager to serve as the primary operational point of contact for our disability management and healthcare services clients. This is not a traditional sales or business development position - it is a relationship stewardship and operational coordination role for someone who thrives at the intersection of client service and process execution. You will own the full lifecycle of client relationships: managing communications, resolving escalations, overseeing onboarding, and ensuring our operational teams deliver consistently and transparently. Success in this role means clients feel genuinely supported, internal teams stay focused on production rather than ad-hoc client management, and our leadership is informed - not burdened - by day-to-day client interactions.

Responsibilities

• Serve as the primary operational point of contact for an assigned portfolio of disability and health clients.
• Manage all client communications, standing meetings, and recurring check-ins with professionalism and consistency.
• Serve as the liaison between clients and internal operational teams - translating client needs into clear, actionable direction.
• Monitor overall client sentiment and partnership health, proactively identifying risks before they escalate.
• Own client concerns, complaints, and escalations from intake through full resolution.
• Coordinate cross-functional responses across operations, nursing, QA, physicians, scheduling, accounting, and IT as needed.
• Develop and communicate corrective action plans and root cause analyses when service issues arise.
• Provide clear, operationally grounded guidance to clients on workflows, portals, and services - reducing confusion and ensuring consistent client education.
• Conduct portal training for all new clients as part of onboarding, and serve as the ongoing resource for portal questions and support.
• Align internal operational teams to ensure smooth handoffs, clear accountabilities, and consistent service execution.
• Track action items and follow-ups from client-facing meetings, including regulatory and partner check-ins.
• Ensure operational leaders are informed and appropriately involved - without being burdened by routine client management tasks.
• Develop and oversee required operational reporting for regulatory and public clients
• Track and analyze trends in volume, turnaround times, quality, SLA compliance, and reopened cases.
• Proactively identify risks and communicate emerging issues to operations leadership and clients.
• Reach out to clients when volumes shift or trends change to determine root causes and align on next steps.
• Manage end-to-end onboarding logistics: collecting required documentation, creating communication channels, ensuring contracts are accessible, and coordinating system configuration and portal build tickets.
• Maintain and update client profiles, configurations, and case panel nuances as the relationship evolves.
• Act as the conduit for changes in statutes, regulations, or client-specific processes - ensuring changes are clearly documented and communicated internally.
• Conduct periodic client lifecycle reviews: following up with inactive clients to assess ongoing value, contract fit, and potential for renewed or expanded engagement.
• Identify opportunities for efficiency improvements and new business development within existing client relationships.

Education

• (Required) Bachelor's degree with commensurate experience in healthcare operations or client management will be considered.
• (Preferred) MBA or Master's degree in a health-related field (Health Administration, Public Health, Healthcare Management, or equivalent).

Experience

• 5+ years of experience in client relations, account management, or a similar client-facing operations role, ideally within a healthcare or disability services environment.
• Demonstrated ability to manage complex, multi-stakeholder relationships with professionalism and empathy.
• Experience coordinating across internal teams (operations, clinical, IT, QA, finance) to resolve client issues and drive consistent execution.
• Exposure to regulatory reporting, compliance workflows, or government/public sector clients is a strong advantage.
• Background in healthcare operations, medical review, managed care, disability evaluation, or related fields is highly desirable.

Skills & Competencies

• Deep operational understanding - you know how services are actually delivered and can communicate that clearly to clients.
• Exceptional written and verbal communication skills; able to translate complex operational information into clear client-facing language.
• Strong organizational and project management skills with a high attention to detail.
• Analytical mindset - comfortable working with data, identifying trends, and building reports and presentations.
• Client-first orientation balanced with the ability to set and manage expectations professionally.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams, PowerPoint); comfort learning proprietary systems and client portals.
• A collaborative, low-ego working style; this role earns influence through expertise and service, not authority.

Key Attributes

• You are calm under pressure and organized in complexity.
• You take ownership: when a client has a problem, it is your problem until it is resolved.
• You understand that this role is about operational excellence in service of relationships - not sales targets.
• You are comfortable working with regulatory clients, government agencies, and sophisticated institutional partners.
• You thrive in a structured, process-oriented environment and bring discipline to the relationships you manage.

Why MMRO

MMRO, Inc. is a trusted partner to disability and healthcare payers, providing independent medical review and related services that help clients make sound, timely, and defensible decisions. We are a mission-driven organization where operational integrity matters - and this role sits at the heart of how we deliver on that promise to our clients every day.

You will join a team of dedicated professionals who take their work seriously and genuinely care about the clients and communities they serve. This role offers meaningful autonomy, direct visibility with leadership, and the opportunity to shape how client relationships are managed at a company that is built on trust.

How to Apply

Please submit your resume and a brief cover letter describing your experience managing client relationships in an operational context. We are particularly interested in hearing about a time you owned a complex client issue from escalation through resolution.

MMRO, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.