Mid-Market Client Success Manager

1 month ago

London, Greater London, United Kingdom Reward Gateway Full time
About the Role

We are seeking a highly skilled Client Success Manager to join our Mid Market team. As a Client Success Manager, you will be responsible for managing a portfolio of clients, building strong relationships, and driving business growth.

Key Responsibilities
  • Proactively manage a portfolio of clients, including identifying opportunities for growth and developing strategies to achieve business objectives.
  • Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions to meet their requirements.
  • Work closely with internal stakeholders to ensure seamless delivery of client projects, coordinating resources and stakeholders as needed.
  • Anticipate and handle client inquiries efficiently, liaising with internal teams as required.
  • Provide expert advice to clients on engagement theories, access to thought leadership, and facilitating help and support in challenges they may face.
  • Continuously improve program success, advising on and implementing strategies to maximize employee engagement, usage, and drive transactional products uptake.
  • Collaborate with the Implementation team to onboard new clients and products, ensuring fast time-to-value with our solutions.
  • Work towards retaining client portfolios, collaborating with Account Managers to ensure successful renewals.
  • Develop a detailed view of client risks and opportunities, implementing solution-focused plans to mitigate risks and maximize opportunities with Account Managers.
  • Stay up-to-date with product knowledge, industry trends, and internal relationships to provide expertise to clients.
  • Analyze metrics that matter to clients, reviewing results with clients to demonstrate program value and alignment with their goals.
  • Gather client feedback and customer intelligence to inform new use cases and feature development.
  • Provide external training and enablement sessions to drive adoption and self-service.
  • Travel to meet clients as needed and attend client events and roadshows to add value.
  • Advocate for clients internally, raising the profile of 'win stories' within the business to strengthen partnerships and support marketing initiatives.
Requirements
  • Demonstrated track record of working within Client Success.
  • Ability to work with workforces of 500-2500 employees.
  • Consistent and proven delivery of high client retention and growth.
  • Passion for driving success with clients through product adoption and high usage, resulting in transactional revenue growth.
  • Focus on providing clients with 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 to 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 high client health scores.
  • Proven growth mindset with a focus on coachability and continuous learning and improvement.
About Us

Reward Gateway is a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience, attract, engage, and retain top talent through employee benefits, strategic reward, and recognition.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let us know.

We value all cultures, backgrounds, and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community, and help us Make the World a Better Place to Work.

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