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Enterprise Client Success Manager

2 months ago

London, Greater London, United Kingdom Reward Gateway Full time

About the Role

Reward Gateway, a global leader in employee engagement and benefits, is seeking a dedicated Enterprise Client Success Manager to join our team. As a key member of our Client Success team, you will be responsible for delivering a world-class service to our clients, ensuring their success and satisfaction with our products.

Key Responsibilities

  • Proactively manage a portfolio of approximately 25 to 30 accounts with large workforces, providing consultative guidance and support to drive client satisfaction and growth.
  • Build and maintain strong relationships with clients, stakeholders, and internal teams to ensure seamless project execution and client success.
  • Actively identify and solve client issues, prioritizing accordingly and coordinating resources across product and engineering teams.
  • Develop and implement strategic plans to improve client health scores, drive product adoption, and increase transactional revenue growth.
  • Collaborate with the Implementation team to onboard new clients and products, ensuring fast time-to-value and client satisfaction.
  • Work closely with the Account Manager to ensure successful renewals and client retention.
  • Stay up-to-date with industry trends, social media developments, HR and engagement best practices, and current legislation to provide expert advice to clients.
  • Analyze client metrics and review results with clients to demonstrate program value and alignment with their goals.
  • Provide external training and enablement sessions to drive adoption and self-service, while generating customer loyalty and advocacy.
  • Ensure Salesforce accuracy and completeness, and complete client admin tasks on time and to a high standard.
  • Travel to meet clients as needed and attend client events and roadshows to strengthen partnerships and create internal case studies.

Requirements

  • 4+ years of demonstrated track record in Client Success or a related field.
  • Ability to work with large workforces and complex clients requiring bespoke solutions.
  • Consistent delivery of high client retention and growth.
  • Passion for driving client success through product adoption and high usage.
  • Consistent record of high customer satisfaction and NPS scores.
  • Experience in running consultative QBRs and creating strategic plans to improve client health scores.
  • Exceptional Salesforce hygiene and growth mindset with a focus on coachability and continuous learning.

Interview Process

  • First-stage interview with our Enterprise Client Success Team Manager.
  • Task and final-stage interview with our Enterprise Client Success Team Manager and Head of Mid-Market & Enterprise Client Success in our London office or online, depending on availability.