Customer Success Leader - Behavioral Health

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 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 Core Competencies Demonstrates strong leadership in managing and developing teams within customer support, focusing on enhancing client relationships and operational effectiveness. Proven ability to implement strategic initiatives that drive customer satisfaction and profitability. Highest-signal resume keywords Team Management Client Relationship Management Project Management Critical Thinking Customer Support ATS Optimization Keywords Hard Skills Customer Service Delivery Operational Effectiveness Process Improvement Strategic Planning Performance Assessment Soft Skills Leadership Communication Interpersonal Skills Coaching Mentoring Certifications & Qualifications Bachelor's Degree Advanced Degree Industry Keywords HR Service Employee Benefits Insurance Industry Account Management Upselling #J-18808-Ljbffr Jobtailor