Customer Success Manager I (EAP West)

Description

About Us:

ReviveHealth is a U.S. based, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re a part of a high-performance team that has reinvented the health care experience and is driving the adoption of next generation virtual care. Our mission is to provide individuals with personalized direct access to comprehensive care, including urgent and primary care, pharmacy, mental health and more. Our vision is to deliver a service model that responds to an individual’s circumstances, capabilities, and preferences. Our model emphasizes relationships and meaningful interactions focused on motivation, engagement, empowerment, conviction, and resilience.

This is a remote 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 is responsible for managing a portfolio of customer accounts to ensure successful execution of program and service deliverables. CSMs expand revenue incrementally and increase profitability for a portfolio of Revive contracts. Develop relationships with key contacts, provide consultation and program troubleshooting. Support customers by assessing workforce well-being needs and guide the creation of comprehensive, system-wide action plans. Recommend and implement new workplace services. Ensure customer satisfaction and retention of contracts. Provide ongoing support to customers in an effort to make positive changes in their workforce. Provide onsite services as needed. Provide direction and oversight for accounts assigned.

Duties

• Manages assigned book of business
• Manages and negotiates renewals (provide renewal quote to customer after analysis)
• Expands 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 response, organizational risk, program strategy, formal referral process, supervisory trainings, workplace policies, and OD projects.
• Oversees implementation process to ensure that account is set up in accordance with contract and program goals
• Conducts orientations as requested
• Evaluates program results and delivers quarterly reports to customers
• Sends referrals for any new sales (new logos) to Sales Directors
• Conducts proactive outreach and relationship building with POCs
• Assists with follow ups on any customer complaints
• Educates customer/broker on scope of service
• Retains accounts in accordance with KPI/metrics
• Documents activity in CRM
• Identifies red flags for accounts at risk
• Directs all contract saves for assigned accounts
• Meets regularly with Director of CS for account reviews and KPI tracking
• 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 customers in order to retain and sell more services
• Delivers proposals and sales presentations to assigned customers
• Travels 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.
• 1-3 years' experience in account/program management