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Mid-Market Client Success Manager
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Job Overview
Reward Gateway, in partnership with Edenred, stands as a global frontrunner in the realm of employee benefits and engagement solutions. Our mission is to assist organizations in enhancing their employee experience, thereby attracting, engaging, and retaining exceptional talent through a variety of offerings including employee benefits, strategic recognition, wellness initiatives, and more.Our collective vision of 'Creating a Better Workplace' and 'Fostering Meaningful Connections' drives us to elevate employee engagement and cultivate resilient organizations that positively impact individuals' daily lives. This guiding principle informs our actions and paves the way for a sustainable future.
Your Contribution to Our Vision
To fulfill our mission, we prioritize HR and Reward professionals in all our endeavors. This involves engaging with them to gain insights into their needs, business dynamics, and current challenges. Our goal is to implement impactful programs that will exceed our clients' expectations.
Benefits of Joining Us
Be part of a well-established, rapidly growing 'Unicorn' SaaS organization that offers an extensive employee benefits package, including:
A flexible holiday policy allowing up to 40 days off annually An annual Wellbeing Allowance of £400 Unlimited access to professional development resources such as books, E-books, and podcasts Generous bonus incentives for significant life events including pet adoption, weddings, new family additions, and retirement Discounts for employees, friends, and family across over 1200 retail, hospitality, and lifestyle brands Flexible, Hybrid Work Environment:
Collaboration and connection are essential to our thriving culture. Our RG Work Modes Guides outline the effectiveness of in-person interactions.
Our UK Client Success teams are expected to work from our office at least once a week on designated Client Success Days.
Key Responsibilities
Proactively oversee a portfolio of approximately 45 accounts, each with an employee count ranging from 500 to 2500, including those with customized solutions. Foster strong, long-term relationships with clients to build loyalty and establish solid partnerships with various stakeholders. Lead and manage client projects, coordinating necessary resources and stakeholders to ensure timely and successful delivery. Efficiently address client inquiries and collaborate with Client Support and Employee Support teams for administrative tasks. Provide valuable insights to clients, sharing engagement strategies, thought leadership, and inviting them to relevant events. Continuously enhance program success by advising on and implementing strategies to maximize employee engagement and product usage. Collaborate with the Implementation team to onboard new clients and products, ensuring swift value realization from our solutions. Work towards retaining your portfolio and partner with the Account Manager to ensure successful renewals. Develop a comprehensive understanding of risks and opportunities within your portfolio, implementing focused plans to mitigate risks and capitalize on opportunities. Stay updated on product knowledge and industry trends, building strong internal relationships to provide expertise to clients. Analyze key metrics relevant to your clients and review these with them to demonstrate program value and alignment with their objectives. Collect client feedback and insights to identify new use cases and needs for additional features and modules. Conduct external training and enablement sessions to promote adoption and self-service among client contacts. Travel to meet clients as necessary and attend relevant events to add value. Advocate for clients internally, promoting 'win stories' to strengthen partnerships and support marketing initiatives.Required Skills
Proven experience in Client Success roles. Ability to engage with organizations having an employee size of 500 to 2500. Demonstrated success in achieving high client retention and growth. Passion for driving client success through product adoption and increased usage leading to revenue growth. Focus on equipping clients with tools to foster a self-service approach. Consistent record of high customer satisfaction and positive NPS scores. Experience in conducting consultative meetings that yield strategic action plans. Strong Salesforce management skills to assess client health. Experience in developing strategic plans to maintain high client health scores. Growth mindset with a commitment to continuous learning and improvement.Interview Process
Initial phone call with a member of the Talent Acquisition Team. First-round interview with a Client Success Team Manager and a team member. Task and final interview with Mid Market Client Success Team Managers, either in-person or online based on availability. At Reward Gateway, we are dedicated to ensuring an inclusive and accessible recruitment process for all candidates. If you have specific requirements or need adjustments during the recruitment journey, please inform your Talent Acquisition Partner. Your needs are important to us, and we strive to provide an equitable experience for every candidate.