Position Description

Associate Customer Success Manager
Requisition Number 14359
City Montreal
Country Canada
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Build a meaningful career

At Morneau Shepell, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives.  The extraordinary expertise of a more than 6,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Associate Customer Success Manager

LifeWorks by Morneau Shepell

 

LifeWorks

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work. 

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks by Morneau Shepell uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use.

Morneau Shepell employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

 

Summary

The Associate Customer Success Manager is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and negotiating / renewing existing client contracts related to the delivery and evaluation of Employee Assistance and Support Programs (EAP).

The role will also require providing support to key accounts managed by the Senior Customer Success Manager; providing customer service, administrative support and ensuring client EAP contract requirements are met.

 

Responsibilities

  • Achieve identified revenue and growth targets
  • Respond to client inquiries & service requests pertaining to their programs and services
  • Responsible for the execution of client contracts and programs
  • Responsible for program governance including the review of internal reporting and identification of issues
  • Issuing reports to clients
  • Managing the renewal process with appropriate internal teams
  • Responsible for client support, annual planning preparation and meetings where appropriate
  • Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives etc.
  • Act as a liaison with internal departments to resolve issues that may arise with clients
  • Managing and coordinating Quality Assurance Reviews
  • Follow up on manager consultations
  • Responsible for updating and utilizing the CRM (Customer Relationship Management) system

 

Succeeding as an Associate Customer Success Manager will require the following core qualifications and skills:

  • University degree in Business or a related field, or equivalent work experience required
  • 3-5 years of experience in a sales/account management environment
  • Previous experience with HR, Wellness programs, and/or EAP considered an asset
  • Demonstrated ability/potential to manage a book of business independently
  • Ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities
  • Ability to meet clients as required, including some travel depending on client location
  • Demonstrated ability to meet and exceed revenue targets
  • Strong problem-solving skills
  • Strong organizational, analytical, and Project Management skills
  • Exceptional written and verbal communication skills
  • Bilingual proficiency in English and French is required

 

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Job Grade: MS3

Fulfilling work that matters

Morneau Shepell is in the business of helping organizations help their people and in the process, we strive to elevate ours. 

We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve.

We appreciate the interest of every applicant; however, we contact only those selected for an interview.

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