Serve as the primary point of contact for all assigned accounts in the high-volume portfolioManage and execute contract renewal processes in collaboration with internal teamsDrive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and moreProactively identify at-risk accounts and implement retention strategies for core EAP offeringsConduct regular client touchpoints and renewal check-ins via phone, email, and webinarRespond to client inquiries in a timely manner while maintaining service excellencePrepare and issue regular utilisation reports and renewal communicationsCoordinate manager and employee orientations via phone or webinarMaintain accurate, up-to-date records in the CRM systemUtilise CRM data to track account health metrics, renewal dates, and client interactionsEnsure compliance with contractual obligations and service delivery standardsIdentify and escalate opportunities for service expansion to the Customer Success Manager teamManage administrative tasks including documentation, reporting, and account maintenanceMonitor account engagement levels and proactively reach out to inactive clients