Senior Customer Success Manager (EAP West)

Revive•Ponte Vedra Beach, FL

1h•Remote

About The Position

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 Senior Customer Success Manager is responsible for managing a portfolio of customer workplace mental health programs to ensure successful execution of program and service deliverables. They are responsible for building and promoting positive relationships with their customers in order to ensure three outcomes: excellent service delivery, revenue growth, and program retention. The Senior Customer Success Manager implements, promotes and manages contracts for student, employer or membership organizations’ mental wellbeing programs. The Senior Customer Success Manager supports both government and private sector workplaces, membership organizations and education systems to improve organizational efficiency through sound mental health interventions focused on a human-to-human approach.

Requirements

Bachelor’s degree in Business Administration, Marketing, or related field required.
Minimum of five (5)-eight (8) years’ professional experience working in a customer service, consultative or account management experience; in a Mental Health or Healthcare industry
Proficient/experience with Microsoft Office Suite such as Microsoft Dynamics, Outlook, Excel, SharePoint, PowerPoint, Word, OneNote, and Project
Experience with basic business statistics and mental health management
Knowledge and experience working with applicable legislation, standards, policies, and procedures within Wellness, EAP, and behavioral health care fields

Nice To Haves

Master's degree preferred

Responsibilities

Build and maintain strong, long-term relationships with existing key customers by understanding their needs, objectives and challenges.
Focus on revenue growth for assigned book of business. Identify and close opportunities to upsell and cross-sell additional products/services to existing customers, thereby increasing revenue and client satisfaction.
Develop and implement strategies to increase client retention rates.
Oversee program delivery and all service promises for customers
Serve as subject matter expert and consulting 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).
Oversee implementation process to ensure that it is set up in accordance with contract and program strategy.
Conduct in-person supervisory training and/or orientations as requested.
Evaluate program results and data trends to create presentations and recommend solutions to your customers.
Manage a book of business assigned to you by the Manager or VP of Customer Success.
Assist with follow-up on any customer complaints.
Educate customers on contract scope of service.
Educate customers on workplace and national mental health trends.
Develop goals and strategic action plans for your book of business and on a customer basis.
Develop communication and marketing plans both with and for your customers and collaborate with the Marketing Team and subject matter experts on customer relevant content.
Occasional travel to customer locations as needed to support program delivery, conduct training, and build relationships.