[Hiring] Customer Success Manager II @Revive

Role Description

The Customer Success Manager II is responsible for managing a portfolio of customer programs to ensure successful execution of program and service deliverables. Key responsibilities include:

• Managing assigned book of business
• Managing and negotiating renewals (providing renewal quotes to customers; renewal analysis completed by underwriter)
• Driving revenue growth for all assigned accounts through upsell/cross-sell and/or renewal increases
• Serving as a subject matter expert and consulting with customers (internal and external) on topics such as:
  • Crisis
  • Organizational risk
  • Program strategy
  • Formal referral process
  • Supervisory trainings
  • Workplace policies
  • OD projects for all segments
• Overseeing the implementation process to ensure setup in accordance with contract and program strategy
• Conducting orientations as requested
• Evaluating program results and delivering quarterly reports to customers
• Sending referrals for any new sales (new logos) to Sales Directors
• Proactive outreach and relationship building with POCs
• Assisting with follow-ups on any customer complaints
• Educating customers/brokers on scope of service
• Responsible for account retention
• Entering consults/contacts in CRM
• Identifying red flags for accounts at risk
• Directing all contract saves for all assigned accounts
• Conducting regular, monthly account reviews with VP, COO, and AMs to identify threats and opportunities
• Consulting on strategies and solutions with customers
• Participating in annual meetings and/or other organizational events (health fairs) as appropriate to help build relationships with economic buyers in order to retain and sell more services
• Polishing and delivering proposals and sales presentations to assigned customers
• Occasional travel to customer locations as needed to support program delivery, conduct training, and build relationships

Qualifications

• Bachelor’s degree in related field
• At least 2 years' professional experience working in customer service field
• EAP industry expert
• Consultative skills
• Account management experience
• 5-7 years' experience in account/program management

Requirements

• Required certifications