Company Overview:

Ringmaster Technologies develops cutting-edge SaaS solutions that modernize and automate administrative workflows in stop-loss and pharmacy benefit management. From quoting to contracting, our cloud-based platform delivers speed, precision, and simplicity to a complex industry. We partner with TPAs, brokers, carriers, and underwriters to power smarter decision-making and greater efficiency across the insurance value chain.

Job Summary:

The Client Service Manager (CSM) serves as the primary strategic partner and portfolio owner for clients using Smart‑LinQ or Quote‑LinQ—Ringmaster’s stop‑loss SaaS platform. This role is responsible for end‑to‑end project and service delivery across multiple concurrent initiatives, books of business, and client stakeholders. The CSM leads multi‑track implementations, ongoing operational workflows, escalations, enhancements, renewals, and adoption initiatives simultaneously, ensuring execution excellence, timeline discipline, and stakeholder alignment. Acting as both strategic advisor and project lead, the CSM drives adoption, value realization, and continuous improvement while coordinating complex cross‑functional efforts across Product, Data, Engineering, Support, and Client stakeholders.

Essential Duties & Responsibilities:

Client Relationship & Engagement Leadership

• Serve as the primary point of contact and program owner for enterprise Smart‑LinQ or Quote‑LinQ clients.
• Lead QBRs, renewal planning, roadmap discussions, and executive‑level updates across multiple active initiatives.
• Develop and maintain client success roadmaps that align platform capabilities, timelines, and outcomes across short‑ and long‑term priorities.
• Proactively identify expansion, optimization, and retention opportunities through structured planning and progress tracking.
• Manage escalations with urgency, transparency, and clear corrective‑action plans.

Project Management & Multi‑Initiative Oversight (Core Focus)

• Own and manage multiple concurrent client projects and operational workstreams, including onboarding, platform enhancements, data integrations, process transitions, and adoption initiatives.
• Define project scope, milestones, deliverables, dependencies, risks, and timelines for each workstream.
• Develop and maintain project plans, implementation schedules, and status reporting for internal and external stakeholders.
• Sequence and prioritize work across competing initiatives to ensure SLA performance, quality, and client commitments are met.
• Identify risks early; lead mitigation planning and issue resolution across cross‑functional teams.
• Drive accountability through clear owners, timelines, and success criteria.

Implementation & Onboarding Program Leadership

• Lead end‑to‑end onboarding programs for Smart‑LinQ or Quote‑LinQ clients, often managing multiple go‑lives in parallel.
• Coordinate data intake, validation, configuration, testing, and go‑live readiness across teams.
• Validate receipt, accuracy, and format of incoming data sources aligned to implementation timelines.
• Ensure operational processes are fully transitioned from legacy systems to Smart‑LinQ or Quote‑LinQ through documented SOPs and milestone sign‑
• Remove blockers proactively through cross‑functional coordination.

Smart‑LinQ / Quote‑LinQ Platform Expertise

• Act as subject‑matter expert and trusted advisor, ensuring clients fully understand and leverage platform capabilities.
• Translate complex client use cases into optimized configurations and repeatable, scalable workflows.
• Champion new releases and manage client rollout plans and change impacts.

Operational Excellence & Service Delivery Management

• Own SLA performance, service quality, and delivery consistency across assigned portfolios.
• Monitor trends across incidents, defects, and delays to identify systemic issues.
• Lead root‑cause analysis and drive corrective and preventative actions.
• Coordinate with Support, Product, and Engineering to prioritize and resolve high‑impact issues.
• Balance proactive improvement initiatives with reactive operational demands across multiple clients.

Training, Adoption & Change Management

• Plan, coordinate, and deliver training programs aligned to onboarding and enhancement timelines.
• Lead train‑the‑trainer initiatives for clients, brokers, and internal teams.
• Author and maintain client‑facing documentation, SOPs, and release communications.
• Drive adoption through usage insights, workflow recommendations, and value realization metrics.

Required Qualifications:

• 5+ years in stop‑loss, self‑funded benefits administration, TPA/client services, or health insurtech.
• Proven experience managing multiple concurrent projects or client initiatives in a SaaS, operations, or services environment.
• Experience administering or supporting software equivalent stop‑loss platforms.
• Strong understanding of stop‑loss filings, policy structures, accumulators, and reimbursements.
• Demonstrated ability to manage complex stakeholder groups, timelines, and competing priorities.
• Track record of structured execution, escalation management, and delivery accountability.

Preferred Qualifications:

• Familiarity with data exchange standards (834, 837, 835), SFTP, APIs, and carrier file layouts.
• Background in BPO, managed services, or implementation consulting environments.
• Prior experience in a formal or informal project management or program leadership role.
• PMP, CSM, or similar project/Agile certification (nice to have).

Technical & Professional Skills:

• Strong project management fundamentals: planning, prioritization, dependency management, risk mitigation.
• Proficiency with collaboration, documentation, and ticketing tools (Teams, Jira/Zendesk, Confluence).
• Strong Excel and analytical skills.
• Knowledge of HIPAA, PHI handling, and secure data transfer standards.
• Exceptional organization and time‑management skills across competing demands.

Core Competencies

• Program Ownership: Drives multiple initiatives from planning through execution and delivery.
• Client Obsession: Aligns project outcomes to measurable client value.
• Operational Discipline: Maintains control across timelines, risks, and quality.
• Influence Without Authority: Orchestrates cross‑functional teams effectively.
• Continuous Improvement: Uses metrics, retrospectives, and lessons learned.
• Clear Communication: Provides concise, actionable updates to all audiences.

Success Measures:

• On‑time, on‑scope delivery of multiple concurrent client initiatives.
• High client adoption, satisfaction, and renewal outcomes.
• Reduced escalations and filing errors through proactive planning.
• Consistent SLA adherence across assigned portfolios.
• Strong internal stakeholder feedback on coordination and execution quality.
• Measurable contribution to scalable processes and project frameworks.

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.

Department: Client Experience / Client Services Reports To: VP, Client Experience FLSA Status: Exempt Position Type: Full‑Time (Remote‑Friendly) Location: United States (Remote) 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