• Manages assigned book of business • Manages and negotiates renewals (provide renewal quote to customer after analysis) • Expands revenue growth for all assigned accounts through upsell/cross-sell and/or renewal increases • Serves as subject matter expert and consults with customers (internal and external) as needed on topics such as; crisis response, organizational risk, program strategy, formal referral process, supervisory trainings, workplace policies, and OD projects. • Oversees implementation process to ensure that account is set up in accordance with contract and program goals • Conducts orientations as requested • Evaluates program results and delivers quarterly reports to customers • Sends referrals for any new sales (new logos) to Sales Directors • Conducts proactive outreach and relationship building with POCs • Assists with follow ups on any customer complaints • Educates customer/broker on scope of service • Retains accounts in accordance with KPI/metrics • Documents activity in CRM • Identifies red flags for accounts at risk • Directs all contract saves for assigned accounts • Meets regularly with Director of CS for account reviews and KPI tracking • Consults on strategies and solutions with customers • Participates in annual meetings and/or other organizational events (health fairs) as appropriate to help build relationships with customers in order to retain and sell more services • Delivers proposals and sales presentations to assigned customers • Travels to customer locations as needed to support program delivery, conduct training, and build relationships