Provide strategic leadership and direction to customer success staff to enhance client relationship skills and the understanding of customers' business and human capital and benefits issues
Establish and execute a strategy to increase performance, revenue and profitability which includes reviewing existing product portfolios, providing recommendations for new product development, and developing communication initiatives
Collaborate with business leaders and team members to ensure ComPsych is strategically positioned for continual growth and remains at the leading edge of the industry
Partner with the team to ensure the effective delivery of programs to large, complex accounts, including implementation planning, communications, training, issue resolution and reporting
Identify, create and execute enhancements to customer service delivery which may include processes, tools and automation
Coach team members to enhance their client relationship skills and their understanding of their customers' business and human capital and benefits issues
Partner with internal resources to recruit, develop and manage a high caliber workforce
Identify potential upsell opportunities to better satisfy customer needs while increasing ComPsych’s overall profitability
Develop methods for improving operational effectiveness and strategic goals
Responsible for coaching, supervising, training and the professional development of staff
Other duties as assigned

Demonstrated success of managing and developing a team of strategic account and customer success managers who handle large, complex customers in the HR service, employee benefits or insurance industry
Education: Bachelor’s degree required, advanced degree a plus
Experience in HR service, employee benefits, or insurance industry a plus
Excellent leadership and communication skills
Outstanding client management experience
Project management, critical thinking skills and strong attention to detail required
Travel as necessary to meet with new and existing customers
Effective interpersonal and communication skills
Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
Ability to be present on camera during work-related trainings, meetings, and/or events
Must be able to sit or stand at a desk for prolonged periods while working on a computer.

Global Customer Success Leader

Key skills