• Manage the overall customer satisfaction and profitability of many of ComPsych’s largest customers, including managed care accounts • Retain and grow your book of business by meeting customer satisfaction ratings and identifying upselling opportunities • Demonstrate a thorough understanding of your customers' business, human capital and benefits concerns • Appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs • Provide project management, communication strategy development, internal staff training and customer staff training to newly implemented accounts • Establish a strong relationship with your wholesale business partners and work with those partners on opportunities for product enhancements, marketing strategy and upselling opportunities • Investigate, track and resolve customer and client concerns • Manage complex customer issues and escalations, coordinating with cross-functional teams and utilizing independent judgement to determine solutions that balance customer needs and internal considerations • Identify and advance process improvements, knowledge sharing, and operational efficiencies to enhance overall service delivery • Prepare utilization, related analyses and trend reports to evaluate and proactively recommend process improvements • Establish and build strong working relationships with ComPsych’s business leaders and team members • Perform other duties as assigned