Role Description
The Customer Outcomes Manager (COM II) is the operational backbone of the outcomes management territory — the role that turns process, documentation, and data into a client experience clients trust. Working alongside the Regional Practice Leader, Strategic COM, and Service COM, the COM II ensures every renewal, plan document, and reporting touchpoint reflects accuracy and foresight, directly shaping client retention and confidence in our Third-Party Administrator offerings. This is a highly detailed role by design: the precision here is what allows the rest of the territory team to operate strategically.
Key Responsibilities
Renewal & Plan Documentation
Owns the accuracy and timing of every renewal cycle so clients experience continuity, not disruption.
- Manage the full renewal and termination process for Bywater, our in-house third-party administrator offering, from initial planning calls through final documentation
- Prepare and maintain accurate plan documents and client amendments, including required compliance updates
- Handle renewal-related billing, accounting, and invoicing needs
Client & Advisor Support
Anticipates issues and translates data into insight so clients see us as a strategic partner, not just a processor.
- Serve as a go-to resource for advisors and employer groups, resolving complex questions and service issues
- Lead client business reviews and proactive, data-informed check-ins based on account activity
- Set clear expectations with clients and advisors on process and timing, and keep them informed of updates
- Review audit findings and cost trends with advisor partners
Reporting & Systems
Keeps the data and platforms clients and the team rely on accurate, current, and actionable.
- Own reporting accuracy and platform administration for assigned clients, including system access and data integrity
- Translate data into insights and trends that inform client and business strategy
- Track and manage service requests through internal systems
- Flag significant claims activity to the appropriate stakeholders
Subject Matter Expertise & Training
Serves as the territory's expert resource so clients and teammates get answers with confidence and speed.
- Act as a subject matter expert on third-party vendor partners
- Support system updates and stay current on platform changes
Risk & Process
Looks ahead of the work — flagging risk early and improving how the territory operates, not just executing what's in front of them.
- Identify and escalate risk management concerns, and act as a cost containment liaison for assigned clients
- Drive process improvement and contribute to quarterly goals aligned with business priorities
This Job Is For You If...
- You like being the person who knows how things actually work — the systems, the forms, the fine print — and you take pride in getting it right
- You're energized by variety: one hour you're deep in a renewal packet, the next you're walking an advisor through a claim edit
- You're naturally organized and don't let details slip, even when the workload is heavy
- You see the strategic weight in the details — you know that flawless execution is what earns a client's trust
- You want to build toward strategic account ownership and see this depth of operational fluency as the strongest foundation for that growth
- You work well as part of a team, supporting teammates rather than operating solo
Qualifications
- Prior experience in health insurance, stop loss, or self-funded benefits administration preferred
- Strong attention to detail and comfort working across multiple systems and reporting tools
- Salesforce experience preferred
- Excellent written and verbal communication skills
- Ability to manage competing priorities across a portfolio of groups
More About Roundstone:
Headquartered in Rocky River, Ohio, Roundstone is proud to be a Northeast Ohio Top Workplace, as recognized by The Plain Dealer and cleveland.com, 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.
Our Core Values
- 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:
https://go.cultureindex.com/p/Otlze7WSeq2m4au29v2m
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.
