Customer Success Manager II

Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. They are seeking a Customer Success Manager II to manage a portfolio of customer programs, ensuring successful execution of deliverables and increasing profitability through relationship building and program management.

Responsibilities:

• Manages assigned book of business
• Manage and negotiate renewals (provide renewal quote to customer-renewal analysis completed by underwriter)
• Revenue growth for all assigned accounts through upsell/cross-sell and/or renewal increases
• Serves as subject matter expert and consults with customers (internal and external) as needed on topics such as; crisis, organizational risk, program strategy, formal referral process, supervisory trainings, workplace policies, OD projects for all segments
• Available for organizational consults
• Oversees implementation process to ensure that it is set up in accordance with contract and program strategy
• Conducts orientations as requested
• Evaluates program results and delivers quarterly reports to customers
• Sends referrals for any new sales (new logos) to Sales Directors
• Proactive outreach and relationship building with POCs
• Assists with follow ups on any customer complaints
• Educates customer/broker on scope of service
• Responsible for account retention
• Enters consults/contacts in CRM
• Identifies red flags for accounts at risk
• Direct all contract saves for all assigned accounts
• Regular, monthly account reviews with VP, COO, and AMs to identify threats and opportunities
• Consults on strategies and solutions with customers
• Participates 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
• Polishes and delivers proposals and sales presentations to assigned customers
• Occasional travel to customer locations as needed to support program delivery, conduct training, and build relationships

Requirements:

• Bachelor's degree in related field and 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