Customer Success Leader - Behavioral Health

ComPsych Corporation•Chicago, IL

12d•Remote

About The Position

In this position, you will play a crucial role in contributing to the success and growth of an industry leader in Behavioral Health. You will be responsible for strategically leading a team of Customer Success Account Representatives. This individual will collaborate with each team member in order to ensure successful management of their high-volume book of business from contract signing through implementation and maintenance of ComPsych’s full suite of mental, behavioral health and wellness programs. You will have the opportunity to work with the team to clearly articulate our value proposition to our customers so that they see us as a valued, strategic partner.

Requirements

5+ years’ demonstrated experience managing or mentoring a team in customer support and relationship management
Bachelor’s degree required, advanced degree a plus
Demonstrated success of managing, mentoring, and developing a team of account representatives who support high-volume books of business
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

Nice To Haves

advanced degree a plus

Responsibilities

Responsible for leading, coaching, and developing a team of Account Representatives; including setting goals, assessing performance, and driving professional growth
Support team members in navigating complex inquiries, escalated issues, and multi-stakeholder customer environments
Partner with the team to ensure the effective delivery of programs to high-volume accounts, including implementation, planning, communications, training, issue resolution, and reporting
Provide leadership and direction to customer success staff to enhance client relationship skills and the understanding of customers' business and human capital and benefits issues
Identify, create and execute enhancements to customer service delivery which may include processes, tools and automation that are implementable at scale.
Develop replicable methods for improving operational effectiveness and strategic goals.
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
Identify potential upsell opportunities to better satisfy customer needs while increasing ComPsych’s overall profitability
Other duties as assigned