Enterprise Client Success Manager

3 weeks ago

London, Greater London, United Kingdom Rewardgateway Full time
Unlock Client Success with Rewardgateway

Rewardgateway, in partnership with Edenred, is a global leader in employee engagement and benefits. We empower our clients to transform employee experience, attract top talent, and retain key staff through strategic rewards, recognition, and well-being initiatives.

About the Role

We seek a seasoned Enterprise Client Success Manager to deliver exceptional service and become HR's most valued partner. This role involves proactively managing a portfolio of 25-30 accounts, building long-term client relationships, and driving customer satisfaction and usage.

Key Responsibilities
  • Manage a portfolio of large clients with complex needs, ensuring seamless product adoption and high usage.
  • Develop and maintain close relationships with multiple stakeholders, fostering customer loyalty and a solid partnership.
  • Lead complex projects, coordinating resources and stakeholders to ensure timely delivery and success.
  • Proactively identify and resolve issues, prioritizing accordingly and coordinating resources for complex issues.
  • Efficiently handle client inquiries, liaising with support teams as needed.
  • Bring value to clients through strategic advice, thought leadership, and access to relevant events or support.
  • Improve program success by advising on and implementing strategies to maximize employee engagement, usage, and transactional products uptake.
  • Collaborate with the Implementation team to onboard new clients and products, ensuring fast time-to-value.
  • Work towards retaining your portfolio, ensuring all renewals are successful.
  • Develop a detailed view of portfolio risks and opportunities, implementing solution-focused plans to mitigate risks and maximize opportunities.
  • Stay up-to-date with industry changes, social media developments, HR trends, and current legislation, building strong internal relationships to stay informed.
  • Analyze metrics that matter to clients, reviewing results with them to demonstrate program value and alignment with goals.
  • Gather client feedback and customer intelligence to uncover new use cases and needs for additional features and modules.
  • Provide external training and enablement sessions to drive adoption and self-service, generating customer loyalty and advocacy.
  • Ensure Salesforce accuracy and complete client admin tasks on time and to a high standard.
  • Travel to meet clients as needed and attend client events and roadshows where appropriate.
  • Advocate for clients internally, connecting them with key stakeholders to strengthen the partnership and create internal case studies.
Requirements
  • 4+ years of experience in Client Success, with a proven track record of delivering high client retention and growth.
  • Ability to work with large workforces, including complex clients requiring bespoke solutions.
  • Consistent delivery of high client satisfaction and NPS scores.
  • Experience in running consultative QBRs, producing strategic action plans.
  • Exceptional Salesforce hygiene, painting a picture of client health.
  • Proven growth mindset, with a focus on coachability and continuous learning and improvement.
The 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 our Head of Mid Market & Enterprise Client Success in our London Office or Online, depending on availability.

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