Public Sector Client Success Team Manager

3 weeks ago

London, Greater London, United Kingdom Reward Gateway Full time

Job Description



At Reward Gateway | Edenred, we're seeking an experienced Client Success Team Manager to lead our Public Sector Client Success team. This is a unique opportunity to drive exceptional service delivery, client retention, and product adoption for our key Public Sector clients.

Your Role in Our Mission



As a Client Success Team Manager, you'll play a pivotal role in coaching and empowering a team of Client Success Managers, streamlining processes, and making your team as efficient as possible. Your focus will be on maintaining an up-to-date understanding of benefits, rewards, and employee engagement within the Public Sector, including knowledge of framework and contractual requirements.

Key Responsibilities



* Conduct regular one-to-one sessions with CSMs to address concerns, and challenges, and guide them through complex client scenarios
* Orchestrating quarterly reviews to assist CSMs in creating and pursuing meaningful personal development plans
* Cultivating a culture of achievement within your team, while sharing best practices to enhance the department's performance
* Maintaining a comprehensive perspective of risks and opportunities in your own and your team's portfolios, devising strategies to mitigate risks, retain clients and capitalise on opportunities
* Ensuring all clients are proactively being improved and have current goals and objectives in place to increase usage, and adoption or to retain the client
* Ensuring you and your team are on top of admin tasks and all client data is present and accurate, alongside regular maintenance of Salesforce
* Driving efforts to boost client NPS participation and promptly address client feedback
* Obsess over programme adoption, advising on and implementing strategies and initiatives to maximise employee activation and engagement
* Managing customer concerns and, if required, coordinating with the appropriate internal team members to achieve a timely and satisfactory resolution
* Working closely with product & engineering teams to relay client feedback, influence the product roadmap, and escalate technical issues
* Building close, long-term, and proactive client relationships that create customer loyalty and a solid partnership with multiple stakeholders of your portfolio
* Actively managing and leading client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time

Requirements



* Demonstrated experience working with Public Sector clients in a similar role
* Proven track record in a Client Success Manager capacity, demonstrating your ability to drive positive outcomes
* Previous experience in people management, with demonstrated ability to lead and nurture a team
* Understanding of Employee Engagement, combined with a genuine passion for its principles
* Passion for efficiency and building strategic one-to-many plans
* Comfortable pitching and presenting to clients and internal teams
* Proficient in critical communication to effectively convey ideas and plans

The Interview Process



If you're a motivated and experienced Client Success professional looking to take your career to the next level, apply now to join our team.

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