EAP Client Success Manager

UK Remote

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions. Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

About the role

The goal of the EAP Client Success Team is to deliver value to our EAP customers via a digital proactive outreach with human interaction for the moments that matter and use our EAP product and value proposition to re-establish our position as the market leader in Employee Assistance Programmes.

What You’ll Be Doing

1. Maintain and manage a portfolio of EAP only customers
2. Be the EAP subject matter expert for all CSMs, assisting with client discussions, renewals and upsell opportunities when needed
3. Maintain your portfolio’s revenue through churn mitigation strategies and customer lifecycle management
4. Increase NPS by building customer relationships, adding value, and resolving issues in a timely manner adhering to SLA
5. Protect, nurture, and deliver exceptional service to all accounts
6. Work closely with our clinical care experts to proactively strengthen client relationships and mitigate against complaints.
7. Assist Clinical Care teams with communicating and managing client complaints and escalations
8. Influencing customers by providing guidance, support and reporting to ensure embedding the product according to customer objectives
9. Work closely with the Contract Specialist to collaborate on securing renewals and prevent churn.
10. Ensure regular communication with key stakeholders in order to educate and share industry knowledge to ensure maximum value is delivered to the customer
11. Proactively identify and analyse trends across customer data and provide relevant proactive reporting to influence communication and engagement strategies
12. Maintain account information accuracy to ensure that The CSM Team have clean data and customer information at all times to enable a seamless experience throughout the customer lifecycle.

What We’re Looking For

1. Experience in a customer success role within an EAP organisation
2. Experience rolling out successful win back strategies for high-risk accounts
3. Experience building and maintaining account information
4. Evidence of using data and analytics
5. Experience of CRM systems
6. Technical capability with excel and google sheets
7. Evidence of influencing stakeholders and presenting

The Interview Process

Our interview process involves 3 main stages:

1. Short call with a member of the Talent team
2. 30-minute video call with Hiring Manager and one other team member
3. Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations.

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!