Client Success Manager

Client Success Manager II
Department: Operations
Manager: Team Lead
Exempt

We are Navigate!
A well-tech company helping organizations create more health and happiness in the employees, clients, and communities we serve. Our purpose is to Do Good Things. For us, these words are more than a catchy mantra. They’re the reason this company was formed and the guiding light for every decision. We’re all at Navigate because we truly want to spark positive change in other people’s lives. Here’s to doing good things – together!
How you contribute to our success
The Client Success Manager is responsible for collaborating with team members and subject matter experts in the development and execution of wellbeing programs for small to medium employer groups. The Client Success Manager's responsibilities include planning, coordinating, implementing and operating clients throughout the length of the contract. Client Success Managers will be tasked with building and strengthening client relationships, retention and resigning of contracts after term and present opportunities to upsell product offerings by delivering an exceptional experience.
Success for this position is defined by achieving and maintaining a Customer Satisfaction Score of 95% or above.
Your Responsibilities to the team, our clients and community

• Management and retention of accounts by building strong, trusting relationships.
• Understanding clients’ needs, developing programs and identifying new opportunities within your portfolio.
• Coordinate internal teams to deliver solutions that meet clients’ needs.
• Manage client relationship after sales process, working together in teams or independently to implement programs for clients.
• Provides team members and company stakeholders with consistent information for overall awareness and understanding of expectations regarding all projects.
• Serve as primary client / project lead for internal and external meetings.
• Build relationships with multiple client account stakeholders at various organizational levels. Participate in face-to-face meetings and /or relationship building events with various client contacts.
• Identify trends in the client experience and the participant experience that could be enhanced through operational changes or enhancements.
• Support overall program measurement needs in partnership with other team members as appropriate to examine program outcomes and analysis of performance.
• Program development or upkeep of wellness programs such as communication, reports, incentives; including PowerPoints, meeting notes and marketing.
• Reports to the Team Lead, providing regular input on all account activity, including status, progress, issue resolution, escalations and successes on a weekly basis.
• Sales team support – assisting the sales team with web demos, sales materials, and sales requests.

The Ideal Candidate

• Communicate effectively and timely
• Deliver company expertise
• Provide guidance and direction to Support Specialists and cross-functional teams
• Maintaining CSAT Score of 95%
• Client revenue retention rate of 90%
• Proficient knowledge, understanding and application of our business, product offerings, competitors and industry

The Navigate Way - Core Expectations:

At Navigate, we expect all our employees to live the family values that have helped shape our culture:

• Deliver the Boom
• Everybody Love Everybody
• We are Family
• Inspire & Innovate
• Embrace Change
• Growth is Great
• Efficient & Effective
• Give Back

Experience & Education needed for success in this role
Experience

• Minimum 2 - 4 years of account management or similar experience

Education

• Bachelor's degree in Business Administration, Marketing or related field

Physical & Working Environment

• Normal mental and visual attention is required. Normal office working conditions requiring continuous use of both hands. Sitting most of the time, may involve walking or standing for brief periods of time.
• Position requires occasional bending, squatting, twisting and climbing stairs. There are minimal exposures to workplace hazards.
• To perform the job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable a qualified individual with a disability to perform the essential functions.
• Position is available for remote workers.

Navigate Wellbeing Solutions is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Navigate Wellbeing Solutions will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with Navigate. Post offer, Pre-employment background screenings are required.

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