What are the responsibilities and job description for the Customer Success Manager II position at Revive?
Description
About Us:
Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.
This is a remote (U.S. based) position however occasional travel to customer locations will be required as needed to support program deliver conduct training and build relationships
The Customer Success Manager II is responsible for managing a portfolio of customer programs to ensure successful execution of program and service deliverables. Provide incremental revenue and increase profitability for a portfolio of Revive contracts. Implement, promote and manage programs. Develop relationships with key contacts, provide consultation and program troubleshooting. Assist client companies by identifying their unique health risks and assist in the development of system-wide action plans. Recommend and implement new workplace services. Ensure client satisfaction and retention of contracts. Provide ongoing support to client companies to make positive lifestyle changes in their workforce. Provide onsite services as needed. Provide direction and oversight for accounts assigned.
Duties
About Us:
Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.
This is a remote (U.S. based) position however occasional travel to customer locations will be required as needed to support program deliver conduct training and build relationships
The Customer Success Manager II is responsible for managing a portfolio of customer programs to ensure successful execution of program and service deliverables. Provide incremental revenue and increase profitability for a portfolio of Revive contracts. Implement, promote and manage programs. Develop relationships with key contacts, provide consultation and program troubleshooting. Assist client companies by identifying their unique health risks and assist in the development of system-wide action plans. Recommend and implement new workplace services. Ensure client satisfaction and retention of contracts. Provide ongoing support to client companies to make positive lifestyle changes in their workforce. Provide onsite services as needed. Provide direction and oversight for accounts assigned.
Duties
- 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.
- 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.
- Required certifications
- 5-7 years' experience in account/program management