Global Customer Success Leader

This is a fully remote position, open to applicants in Switzerland.

📋 Description

• Provide strategic leadership and guidance to customer success personnel to enhance their client relationship capabilities and deepen their understanding of customers' business and human capital and benefits challenges.

• Develop and implement a strategy aimed at boosting performance, revenue, and profitability, which includes assessing existing product portfolios, offering recommendations for new product development, and creating communication initiatives.

• Collaborate with business leaders and team members to ensure ComPsych is strategically positioned for ongoing growth and remains at the forefront of the industry.

• Work alongside the team to ensure the successful delivery of programs to large, complex accounts, encompassing implementation planning, communications, training, issue resolution, and reporting.

• Identify, create, and implement enhancements to customer service delivery, which may involve processes, tools, and automation.

• Mentor team members to improve their client relationship capabilities and their grasp of customers' business and human capital and benefits challenges.

• Collaborate with internal resources to recruit, develop, and manage a high-quality workforce.

• Identify potential upsell opportunities to better meet customer needs while boosting ComPsych’s overall profitability.

• Develop strategies for enhancing operational effectiveness and achieving strategic goals.

• Responsible for coaching, supervising, training, and the professional development of staff.

• Other duties as assigned.

⛳️ Requirements

• Proven success in managing and developing a team of strategic account and customer success managers who serve large, complex customers in the HR services, employee benefits, or insurance sectors.

• Education: Bachelor’s degree required; advanced degree is a plus.

• Experience in HR services, employee benefits, or the insurance industry is advantageous.

• Exceptional leadership and communication skills.

• Excellent client management experience.

• Project management, critical thinking abilities, and strong attention to detail are essential.

• Willingness to travel as needed to meet with new and existing customers.

• Strong interpersonal and communication skills.

• Consistent and reliable high-speed internet connection and a workspace free from distractions, disruptions, or noise are required.

• Must be able to appear on camera during work-related training sessions, meetings, and/or events.

• Ability to sit or stand at a desk for extended periods while working on a computer.

🏝️ Benefits

• Statutory paid leave and public holidays.

• Employer-sponsored health and social insurance contributions (where applicable).

• Employee wellbeing programs.

• Access to Employee Assistance Programs (EAP).