Remote Associate Customer Experience Manager

United States Digital Space LLC; United States; Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Wellbeing Days

Disability insurance

EAP access

Flexible work

Career growth

Job summary

Health in Australia is seeking an Associate Customer Experience professional to manage a high-volume portfolio of 150–250 accounts, focusing on contract renewals, retention of EAP offerings, and delivering exceptional service in a fast-paced environment.

You will be the operational backbone of our customer success function, coordinating across internal teams, conducting regular touchpoints, and ensuring accurate CRM records while maintaining high-touch service standards.

Qualifications

• 2+ years in account management, customer service, or sales roles.
• Experience with HR, employee wellbeing, or EAP programs preferred.
• Strong organisational and time management skills.
• Proficiency in CRM systems (Salesforce or equivalent).

Responsibilities

• Serve as the primary point of contact for all assigned accounts in the high-volume portfolio.
• Manage and execute contract renewal processes with internal teams.
• Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more.
• Proactively identify at-risk accounts and implement retention strategies for core EAP offerings.
• Conduct regular client touchpoints and renewal check-ins via phone, email, and webinar.
• Respond to client inquiries in a timely manner while maintaining service excellence.
• Prepare and issue regular utilisation reports and renewal communications.
• Coordinate orientations via phone or webinar.
• Maintain accurate, up-to-date records in the CRM system.
• Utilise CRM data to track account health metrics, renewal dates, and client interactions.
• Ensure compliance with contractual obligations and service delivery standards.
• Identify and escalation opportunities for service expansion to the Customer Success Manager team.
• Manage administrative tasks including documentation, reporting, and account maintenance.
• Monitor account engagement levels and reach out to inactive clients.

Skills

Account management

Sales

CRM (Salesforce)

Communication

Team coordination

Organizational skills

HR/EAP knowledge

Education

Bachelor's degree in Business/related field

Tools

Salesforce

MS Excel

MS Office

Job description

Health in Australia is seeking an Associate Customer Experience professional to manage a high-volume portfolio of 150–250 accounts, focusing on contract renewals, retention of EAP offerings, and delivering exceptional service in a fast-paced environment.

You will be the operational backbone of our customer success function, coordinating across internal teams, conducting regular touchpoints, and ensuring accurate CRM records while maintaining high-touch service standards.