Enterprise Client Success Manager

2 weeks ago

London, Greater London, United Kingdom Reward Gateway Full time

About the Role

Reward Gateway, a global market leader in benefits and employee engagement, is seeking a dedicated Enterprise Client Success Manager to deliver a world-class service and be HR's most valued partner.

The Client Success team ensures that customers see value in the product they pay for and that they're happy with the results. A Client Success Manager has the responsibility to make sure that a product helps customers achieve whatever goals they have, and drive increased customer satisfaction and usage.

Key Responsibilities

  • Proactively manage a portfolio of approximately 25 to 30 accounts with an employee size of 2500+, which can include clients with bespoke solutions where they may be using our product set slightly differently than usual
  • Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders
  • Actively manage and lead on multiple complex projects at any one time, coordinating the resources and stakeholders needed both internally and externally to ensure the project is a success and delivered on time
  • Proactively work to identify and solve issues before and as they arise, prioritizing accordingly and coordinating resources across product and engineering teams for complex issues
  • Anticipate and handle client enquiries efficiently and liaise with the Client Support and Employee Support teams for administrative tasks
  • Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant RG events or facilitating help and support in their challenges
  • Always improve the programme's success, advise on and implement strategies and initiatives to maximize employee engagement, usage, and drive transactional products uptake
  • Work with the Implementation team to onboard new clients and products by coordinating resources and ensuring fast time-to-value with our solutions
  • Consistently work towards retaining your portfolio and work alongside the Account Manager to ensure all renewals are successful
  • Build a detailed view of the risks and opportunities within your portfolio and implement solution-focused plans to mitigate risks and maximize opportunities with the Account Manager
  • Keep your product knowledge up-to-date. Stay on top of industry changes, social media developments, HR and engagement trends, and current legislation, building strong internal relationships with RG stakeholders to stay on top of product changes, and offer expertise to clients
  • Analyze metrics that matter to your client and review this with them to demonstrate the programme's value and how it is aligned with their goals. Work with your 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 your contacts to drive adoption and self-service, whilst generating customer loyalty and advocacy
  • Ensure Salesforce is always accurate and up to date and all client admin tasks are completed on time and to a high standard
  • Travel to meet clients where necessary and attend client events and roadshows where appropriate and will add value
  • Advocate for your client internally and connect them with key stakeholders within the business to strengthen the partnership and create internal case studies

Requirements

  • 4+ years demonstrated track record of working within Client Success
  • Ability to work with large workforces of 2500+, including complex clients that require bespoke solutions
  • Consistent and proven delivery of high client retention and client growth
  • Passionate about driving success with our clients through product adoption and high usage that results 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

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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