Client Success Manager

Job Description

Since 2006 we’ve helped the most innovative companies and HR leaders transform the employee experience to attract and retain top talent through employee benefits, strategic reward and recognition, and much more.

Across the globe, over 700 of us work together to make the world a better place to work. As an ambitious, hyper-growth SaaS company, we're the first to achieve Unicorn status within the HR Tech sector and are keen to meet individuals who are passionate about positively impacting the future of work.

Your role in our Mission

Our mission is to make the world a better place to work and to achieve this mission we need you to :

• Build World-Class relationships by delivering reliable, credible and proactive success strategies to a varied portfolio of US clients
• Be a specialist in providing solutions to HR’s business challenges through market-leading recognition and communications technology
• Protect and grow client revenue through understanding client objectives and identifying new opportunities to help drive greater engagement with their program

The Role

We are looking for a dedicated Client Success Manager who will deliver a world-class service, to increase engagement and help clients to understand insights and analytics, industry benchmarks and provide best practice solutions.

The Client Success team ensures that customers see value in the product they pay for and that they're happy with the results.

A Client Success Manager has the responsibility to make sure that a product helps customers achieve whatever goals they have, and drive increased customer satisfaction and usage.

We need an experienced Client Success Manager (CSM) with a consultative approach, a successful track record of client satisfaction, and a growth mindset of proactively managing a portfolio of clients with medium to large workforces.

You will ultimately be responsible for your own book of business, ensuring the success of each account leads to high client retention, and product adoption, whilst providing the best service possible for our clients.

Key Responsibilities

• Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.
• Proactively maintain a strategic partnership with your clients and contacts, understanding their people and business goals.

Identify areas where our solutions will help your clients to achieve their goals.

• Actively work with the Implementation team - managing and leading on client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time.
• Proactively working on issues, prioritizing accordingly and coordinating resources across product, engineering and support teams where necessary.
• Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face.
• Provide meaningful, relevant and insightful analysis on program performance and demonstrate how this is aligned to your clients goals, and understanding where the opportunities for improvement are.
• Building a detailed view of the risks and opportunities within your portfolio and implementing solution focused plans to mitigate risks and maximize opportunities
• Ensuring Salesforce is always accurate and up to date and all client admin tasks are completed on time and to a high standard
• Advocating for your client internally and raising the profile of win stories’ within the business to strengthen the partnership and support marketing initiatives

Skills

• 2+ years demonstrated track record of working within Client Success (B2B, SaaS experience preferred)
• Ability to work with workforces with an employee size of 500 to 2500+
• Exceptional Salesforce hygiene to paint a picture of client health
• Experience in running consultative meetings that unearth detail and produce strategic action plans
• Build rapport with clients at all levels by understanding their goals, objectives and agenda
• Excellent communicator with the ability to adapt to individual client style
• Practical, level-headed and able to prioritize - understanding when to get involved and when to step back.
• Comfortable collaborating with different teams within Reward Gateway and stakeholders.
• Proven growth mindset with a focus on coachability and continuous learning and improvement

The Interview Process

• Telephone interview with our recruitment team
• Interview with Client Success Team Managers
• Final interview and presentation assessment with the Client Success Team Manager and Implementation Team Manager
30+ days ago