Customer Success Leader - Behavioral Health

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

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.

• →Responsible for leading, coaching, and developing a team of Account Representatives, including setting goals, assessing performance, and driving professional growth. Plays a key role in hiring decisions for the team and provides recommendations on discipline and termination.
• →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

• 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

ComPsych is an equal opportunity employer.  All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.