Job SummaryIn 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.
Primary 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
Job Qualifications- 5+ years' demonstrated experience managing or mentoring a team in customer support and relationship management
- Education: 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 inHR 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
Other Requirements
- 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
Compensation and Benefits- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The salary range for this position is $107,550 - $127,550 USD. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
