Mid Market Client Success Manager

3 weeks ago

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

Join our team of experts at Rewardgateway, a leading HR Tech SaaS company, as we revolutionize the employee experience. As a Mid Market Client Success Manager, you will play a pivotal role in delivering world-class service, driving engagement, and helping clients unlock insights and analytics to achieve success.

Key Responsibilities
  • Manage a portfolio of 45 accounts with employee sizes ranging from 500 to 2500, providing bespoke solutions and exceptional client service.
  • Build long-term relationships with clients, fostering loyalty and partnership through proactive communication and strategic planning.
  • Lead client projects, coordinating resources and stakeholders to ensure timely and successful delivery.
  • Anticipate and address client inquiries efficiently, collaborating with internal teams to provide seamless support.
  • Bring value to clients through expert advice, thought leadership, and access to relevant events and resources.
  • Work closely with the Implementation team to onboard new clients and products, ensuring fast time-to-value and exceptional client experience.
  • Develop and implement solution-focused plans to mitigate risks and maximize opportunities within your portfolio.
  • Stay up-to-date with industry trends, product changes, and client needs, providing expert guidance and support.
  • Collect client feedback and intelligence to inform product development and drive business growth.
  • Provide external training and enablement sessions to drive adoption and self-service.
  • Maintain accurate and up-to-date Salesforce records and complete administrative tasks to the highest standard.
  • Travel to meet clients and attend events as necessary, advocating for client interests and raising the profile of 'win stories' within the business.
Requirements
  • 2+ years of experience in Client Success, with a proven track record of delivering high client retention and growth.
  • Ability to work with workforces of 500-2500 employees, providing tailored solutions and exceptional service.
  • Passionate about driving client success through product adoption and high usage, resulting in transactional revenue growth.
  • Focus on providing clients with the tools necessary to grow a self-service mindset.
  • Consistent and proven record of high customer satisfaction and NPS scores.
  • Experience in running consultative bi-annual meetings and creating strategic plans to improve client health scores.
  • Exceptional Salesforce hygiene and a growth mindset with a focus on coachability and continuous learning.
What We Offer

At Rewardgateway, we offer a dynamic and inclusive work environment, flexible working arrangements, and a comprehensive benefits package, including a flexible holiday plan, wellbeing allowance, and employee discounts. Join our team and be part of a mission to positively impact the future of work.

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