Senior Customer Success Manager

Bâtir une carrière enrichissante

Chez Solutions Mieux-être LifeWorks, nous n’offrons pas seulement des possibilités de carrière, nous proposons des possibilités de carrière qui vous permettront de contribuer de façon significative à la qualité de vie des gens. Nous comptons sur l’expertise remarquable de plus de 7 000 employés afin de soutenir le personnel des organisations que nous servons et les membres de leur famille. Nos programmes avant-gardistes ont un effet durable sur la santé, la sécurité financière et la productivité de 24 000 entreprises.

Summary:
The Customer Success Team is responsible for the overall business and executive relationship with LifeWorks customers. The Senior Customer Success Manager (CSM) strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness through the LifeWorks solution.

The Senior CSM’s focus will be on the strategic planning, managing, and measuring of the ongoing success of our customer base by leveraging performance metrics and finding new ways to grow and develop the business. The Senior CSM is outcome-focused and driven to help define and achieve client success.

**Responsibilities**:

- Retaining, growing and managing large account portfolios, including alliance customers and channel partners
- Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to their client base, by developing a deep understanding of the clients’ needs and business issues
- Continually demonstrating a highly developed capacity to consult around workplace/organizational issues and developing creative solutions to those issues
- Maintaining the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives
- Defining an overall partnership strategy for each assigned alliance customer which aligns with our Business Development team to retain & grow our existing business
- Supporting, retaining, and growing complicated alliance / re-seller partnership in a way that creates value for the partner
- Analyzing and interpreting reporting to recommend solutions to address workplace health issues
- Assisting with issue escalations, and solution planning
- Managing the account profitability including working with service delivery teams to support financially efficient management of the contract
- Alignment with Senior Leadership teams as required, and collaborate with Business Development, Implementation teams and other enabling groups to represent the voice of our customer and impact processes in a positive way
- Participating in proposal development and presentations to prospective organizations and/or when existing clients go through a re-tendering process
- Negotiating contracts and closing agreements
- Working with an Account Service Representative on the administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is complete

Succeeding as a Senior Customer Success Manager will require the following core qualifications and skills:

- Bachelor's degree in Business, Health Sciences or a related field preferred, or equivalent work experience required
- 5-7+ years of progressive experience in Account Management, Client / Customer Success Management or other customer-facing relationship roles required, additional experience in B2B sales is preferred
- Proven track record of success in retaining and growing relationships with large (enterprise) accounts, and managing complex alliance and channel partners
- Experience with Employee Assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred
Familiarity with Employee Assistance, Wellness, Health Benefits, Recognition, Perks or Human Capital Management market
- A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
- High emotional intelligence and ability to resolve conflict wherever it arises
- Highly self-motivated and team-oriented
Highly organized and efficient with exceptional follow-through
- Desire and ability to negotiate and communicate successfully with clients
- Ability to manage a territory of clients and prioritize your time and travel

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Là où la loi le permet, les employés de LifeWorks doivent être entièrement vaccinés pour accéder à un bureau de LifeWorks ou aux locaux des clients.


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