Client Success Manager
2 weeks ago
Job Description
Since 2006, Reward Gateway has been helping innovative companies and HR leaders transform the employee experience to attract and retain top talent through employee benefits, strategic reward, and recognition. Our team of over 700 experts works together to make the world a better place to work. As a hyper-growth SaaS company, we're committed to meeting individuals who are passionate about positively impacting the future of work.
Your Role in Our Mission
Our mission is to make the world a better place to work, and we need your help to achieve this. As a Client Success Manager, you will:
- Build world-class relationships by delivering reliable, credible, and proactive success strategies to a varied portfolio of US clients.
- Be a specialist in providing solutions to HR's business challenges through market-leading recognition and communications technology.
- Protect and grow client revenue through understanding client objectives and identifying new opportunities to help drive greater engagement with their program.
The Role
We are looking for a dedicated Client Success Manager who will deliver a world-class service, increase engagement, and help clients understand insights and analytics, industry benchmarks, and provide best practice solutions. The Client Success team ensures that customers see value in the product they pay for and are happy with the results. A Client Success Manager has the responsibility to make sure that a product helps customers achieve their goals and drive increased customer satisfaction and usage.
Key Responsibilities
- Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.
- Proactively maintain a strategic partnership with your clients and contacts, understanding their people and business goals. Identify areas where our solutions will help your clients achieve their goals.
- Actively work with the Implementation team - managing and leading on 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.
- Proactively work on issues, prioritizing accordingly and coordinating resources across product, engineering, and support teams where necessary.
- 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 challenges they may face.
- Provide meaningful, relevant, and insightful analysis on program performance and demonstrate how this is aligned to your clients' goals, and understanding where the opportunities for improvement are.
- Build a detailed view of the risks and opportunities within your portfolio and implement solution-focused plans to mitigate risks and maximize opportunities.
- Ensure Salesforce is always accurate and up to date, and all client admin tasks are completed on time and to a high standard.
- Advocate for your client internally and raise the profile of 'win stories' within the business to strengthen the partnership and support marketing initiatives.
Requirements
- 2+ years demonstrated track record of working within Client Success (B2B, SaaS experience preferred).
- Ability to work with workforces with an employee size of 500 to 2500+.
- Exceptional Salesforce hygiene to paint a picture of client health.
- Experience in running consultative meetings that unearth detail and produce strategic action plans.
- Build rapport with clients at all levels by understanding their goals, objectives, and agenda.
- Excellent communicator with the ability to adapt to individual client style.
- Practical, level-headed, and able to prioritize - understanding when to get involved and when to step back.
- Comfortable collaborating with different teams within Reward Gateway and stakeholders.
- Proven growth mindset with a focus on coachability and continuous learning and improvement.
The Interview Process
- Telephone interview with our recruitment team.
- Interview with Client Success Team Managers.
- Final interview and presentation assessment with the Client Success Team Manager and Implementation Team Manager.
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