Enterprise Client Success Manager

2 months ago

London, Greater London, United Kingdom Rewardgateway Full time
About the Role

Reward Gateway is a global market leader in benefits and employee engagement, helping clients and their leaders transform employee experience to attract, engage, and retain top talent. We're seeking a dedicated Enterprise Client Success Manager to deliver a world-class service and be HR's most valued partner.

Key Responsibilities
  • Proactively manage a portfolio of approximately 25 to 30 accounts with large workforces, including complex clients requiring bespoke solutions.
  • Build close, long-term client relationships, creating customer loyalty and a solid partnership with multiple stakeholders.
  • Actively manage and lead multiple complex projects, coordinating resources and stakeholders to ensure project success and timely delivery.
  • Proactively identify and solve issues before and as they arise, prioritizing accordingly and coordinating resources for complex issues.
  • Anticipate and handle client inquiries efficiently, liaising with the Client Support and Employee Support teams for administrative tasks.
  • Bring value to clients, providing advice on engagement theories, access to thought leadership, and facilitating help and support in their challenges.
  • Improve program success, advising on and implementing strategies to maximize employee engagement, usage, and drive transactional products uptake.
  • Work with the Implementation team to onboard new clients and products, coordinating resources for fast time-to-value with our solutions.
  • Consistently work towards retaining your portfolio, collaborating with the Account Manager to ensure all renewals are successful.
  • Develop a detailed view of the risks and opportunities within your portfolio, implementing solution-focused plans to mitigate risks and maximize opportunities with the Account Manager.
  • Stay up-to-date with product knowledge, industry changes, social media developments, HR and engagement trends, and current legislation, building strong internal relationships with RG stakeholders.
  • Analyze metrics that matter to clients, reviewing them to demonstrate the program's value and alignment with their goals. Work with clients to develop and implement strategies to improve these results further.
  • Gather client feedback and customer intelligence to help uncover new use cases and needs for additional features and modules that align with client needs.
  • Provide external training and enablement sessions to drive adoption and self-service, generating customer loyalty and advocacy.
  • Ensure Salesforce is accurate and up-to-date, completing client admin tasks on time and to a high standard.
  • Travel to meet clients as necessary, attending client events and roadshows where appropriate and valuable.
  • Advocate for clients internally, connecting them with key stakeholders to strengthen the partnership and create internal case studies.
Requirements
  • 4+ years of demonstrated track record in Client Success.
  • Ability to work with large workforces, including complex clients requiring bespoke solutions.
  • Consistent and proven delivery of high client retention and growth.
  • Passionate about driving success with clients through product adoption and high usage, resulting in transactional revenue growth.
  • Consistent and proven record of high customer satisfaction and NPS scores.
  • Experience in running consultative QBRs that unearth detail and produce strategic action plans.
  • Exceptional Salesforce hygiene to paint a picture of client health.
  • Experience in creating strategic plans to improve and maintain a high client health score (NPS, product adoption, product usage, consistent client pulses).
  • Proven growth mindset with a focus on coachability and continuous learning and improvement.

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