Associate Customer Success Manager

Associate Customer Success Manager

Requirements

• 3 years of experience in a sales/account management environment
• Post-secondary education in Business, Human Resources, Health Sciences, Technology or related field and/or equivalent work experience
• Demonstrated ability/potential to manage a book of business independently
• Exceptional written and verbal communication skills
• Ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities
• Demonstrated ability to meet and exceed revenue targets
• Excellent problem-solving, organizational, analytical, and Project Management skills
• Proficiency with essential tools such as Outlook/Google Suite, Office apps, smartphones, Salesforce and CRM applications

Responsibilities

• Achieve identified revenue and growth targets.
• Respond to client inquiries and service requests pertaining to their programs and services.
• Execute client contracts and programs with precision and attention to detail.
• Ensure program governance by reviewing internal reporting and identifying any issues.
• Issue reports to clients to keep them informed and engaged.
• Manage the renewal process with appropriate internal teams.
• Provide client support, prepare for annual planning meetings, and conduct manager and employee orientations.
• Act as a liaison with internal departments to resolve any issues that may arise with clients.
• Manage and coordinate Quality Assurance Reviews.
• Follow up on manager consultations to address any concerns or questions.
• Update and utilize the CRM (Customer Relationship Management) system.

Preferred Qualifications

• Excellent oral and written communication skills in French is an asset
• Previous experience with HR, Wellness programs, Employee Assistance Programs (EAP), Preventative Health, Occupational health, or Human Capital Management (HCM) space are considered an asset