Account Service Rep

Account Representative
Employee Support Solutions
Full Time

Healthy, productive, and engaged employees drive organizational performance and success. Morneau Shepell’s Employee Support Solutions is comprised of industry-leading programs and services that work together to deliver a unique and holistic Total Health Solution to our clients, helping them engage their people. Morneau Shepell is also the largest Employee and Family Assistance Program (EFAP) provider in the world. Confidential professional support is available to employees and family members in-person and telephonically, as well as digitally through E-Counselling, Video Counselling, First Chat (online chat), and our My EAP mobile device application, to help resolve work, health, and life challenges. Our award winning innovations and technology help to ensure that our support solutions are available anytime, anywhere.

Reporting to the Manager, Account Representative Team (ART), Employee Support Solutions (ESS), the Account Representative, in a team/ pooled environment, is responsible for managing a block of clients including the delivery and evaluation of Employee Assistance and Support Programs to meet the needs of individual clients. This role is primarily internal and e-mail/telephonic in nature. The Account Representative could work with Account Executives, Account Managers or Client Service Representatives and/or other internal resources, as well as directly with client base.

Responsible for:
• Managing a specific client block; providing excellent customer service, consultative support, and negotiating/renewing existing client contracts
• Based on team targets, driving growth within the ART Team customer base

Tasks include:
• Achieve identified revenue and growth targets (team targets)
• Respond to client inquiries & service requests pertaining to their programs and services
• Responsible for the execution of client contracts and programs
• Responsible for program governance including review of internal reporting and identification of issues
• Issuing reports to clients
• Managing the renewal process with appropriate internal teams
• Responsible for client support, annual planning preparation and meetings where appropriate
• Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives etc.
• Act as a liaison with internal departments to resolve issues that may arise with clients
• Managing and coordinating Quality Assurance Reviews
• Follow up on manager consultations
• Responsible for updating and utilizing the CRM (Customer Relationship Management) system

Succeeding as an Account Representative will require the following core qualifications and skills:
• College or undergraduate degree
• 3 years in a sales/account management environment, previous HR, AM, Wellness, and/or EAP considered an asset
• Able to respond in a timely and strategic manner to the day to day requirements of our clients
• Strong problem-solving skills
• Demonstrated ability/potential to manage a book of business independently
• Respond to client needs and show the ability to identify and uncover business opportunities
• Strong Organizational, Communication skills, Analytical Project Management, Process Oriented
• Demonstrated ability to meet and exceed revenue targets