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Enterprise Client Success Manager
2 months ago
Reward Gateway, a global leader in employee engagement and benefits, is seeking a dedicated Enterprise Client Success Manager to deliver exceptional service and drive business growth. As a key member of our Client Success team, you will be responsible for managing a portfolio of high-value clients, building strong relationships, and driving customer satisfaction and adoption.
Key Responsibilities- Manage a portfolio of 25-30 clients with complex needs, including bespoke solutions and large workforces.
- Build and maintain strong relationships with clients, stakeholders, and internal teams to drive business growth and customer satisfaction.
- Lead multiple complex projects simultaneously, coordinating resources and stakeholders to ensure successful project delivery.
- Proactively identify and solve client issues, prioritizing accordingly and coordinating resources across teams.
- Anticipate and handle client inquiries efficiently, liaising with internal teams as needed.
- Bring value to clients through consultative QBRs, strategic planning, and expert advice on engagement theories and best practices.
- Improve client health scores through data-driven insights and strategic initiatives.
- Collaborate with the Implementation team to onboard new clients and products, ensuring fast time-to-value.
- Work closely with Account Managers to retain clients and drive renewals.
- Stay up-to-date with industry trends, social media developments, HR best practices, and current legislation to provide expert advice to clients.
- Analyze client metrics and review results with clients to demonstrate program value and alignment with goals.
- Gather client feedback and intelligence to inform product development and feature enhancements.
- Provide external training and enablement sessions to drive adoption and self-service, while 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 to strengthen partnerships.
- 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 and complex clients requiring bespoke solutions.
- Consistent delivery of high customer satisfaction and NPS scores.
- Experience in running consultative QBRs and creating strategic plans to improve client health scores.
- Exceptional Salesforce hygiene and data analysis skills.
- Proven growth mindset with a focus on coachability and continuous learning and improvement.
