Client Success Account Manager

About the role

Wellhub is on the lookout for a dedicated Client Success Account Manager to become part of its B2B Client Success team located in São Paulo, Brazil. This role is pivotal in managing a diverse portfolio of public sector accounts, with a primary focus on ensuring client retention and driving revenue growth through strategic upselling and cross-selling initiatives. The successful candidate will work closely with various internal teams to enhance the overall client experience and contribute to achieving the company's business objectives.

Key facts

What you'll do

• Formulate and execute strategic sales and expansion plans tailored for intricate public sector accounts, pinpointing growth opportunities while effectively demonstrating the value of Wellhub's offerings.
• Build and maintain strong relationships with clients throughout the entire post-sale lifecycle, ensuring high levels of engagement and retention.
• Oversee financial growth by managing annual contract renewals, negotiating terms, and identifying opportunities for upselling and account expansion.
• Collaborate with client HR teams and key decision-makers, facilitating connections between clients and Wellhub executives or peer networks to enhance institutional relationships.
• Act as the voice of the client by collecting feedback, understanding requirements, and identifying product gaps, then translating these insights into actionable recommendations for the Product Management team.
• Champion Wellhub's mission by promoting personal and team wellbeing, creating a supportive environment where self-care, time off, and work-life balance are prioritized.
• Monitor account performance metrics and prepare regular reports to assess client satisfaction and identify areas for improvement.
• Conduct regular check-ins with clients to ensure their needs are being met and to proactively address any concerns or challenges they may face.
• Collaborate with marketing and sales teams to develop targeted campaigns that resonate with public sector clients and drive engagement.
• Participate in training and development initiatives to stay updated on industry trends and Wellhub's evolving product offerings.
• Engage in networking opportunities to expand Wellhub's presence within the public sector and identify potential new clients.
• Foster a culture of continuous improvement by sharing best practices and insights with team members and contributing to team meetings and strategy sessions.

Requirements

• Demonstrated experience in a client-facing role, particularly in managing accounts within the public sector.
• Strong leadership skills with the ability to collaborate effectively across various teams, working cooperatively to solve problems creatively.
• High level of autonomy to work independently while engaging with internal stakeholders and management as necessary.
• Exceptional organizational abilities, with a keen attention to detail and a proven track record of managing multiple public entities and projects concurrently.
• Ability to analyze and enhance existing processes, adapting to changes in a dynamic global business landscape.
• Intermediate proficiency in English, enabling effective communication with diverse teams and clients.

Nice to have

• Experience with CRM software and tools that facilitate account management and client engagement.
• Familiarity with the public sector landscape in Brazil, including key players and regulatory frameworks.
• Previous experience in a role focused on client success or account management within a technology-driven environment.
• Knowledge of emotional wellbeing programs and their implementation in corporate settings.
• Additional language skills that could enhance communication with clients in diverse regions.

Skills & tools

The ideal candidate will possess strong interpersonal skills, a customer-centric mindset, and the ability to navigate complex client relationships. Proficiency in tools such as CRM systems, project management software, and data analysis tools will be essential for success in this role.

Practical notes

This position is hybrid, based in São Paulo, Brazil, allowing for a blend of remote and in-office work. Wellhub provides a comprehensive benefits package that includes a complimentary Gold+ Wellhub membership for you and up to three family members, along with 52 therapy sessions annually through the Wellz emotional wellbeing program. Additional benefits include health, dental, and life insurance, reimbursement for home office expenses, flexible working hours, and paid time off, including vacations after six months and additional days based on tenure, as well as a holiday for your birthday. The company also offers 100% paid parental leave. Wellhub is committed to fostering diversity, equity, and inclusion within the workplace and has received the Syndio Fair Pay Certification, reflecting its dedication to fair compensation practices.