Mid-Market Client Success Manager
1 month ago
Reward Gateway, a global market leader in benefits and employee engagement, is seeking a Client Success Professional to join our team. As a Client Success Professional, you will be responsible for managing a portfolio of accounts, building close relationships with clients, and providing exceptional customer service.
The ideal candidate will have excellent communication and interpersonal skills, with the ability to work effectively with multiple stakeholders. You will be responsible for proactively managing client projects, coordinating resources, and ensuring timely delivery. Additionally, you will be expected to gather client feedback and intelligence to help uncover new use cases and needs for additional features and modules.
We offer a comprehensive benefits package, including a flexible holiday plan, wellbeing allowance, and employee discounts. Our team is passionate about driving success with our clients through product adoption and high usage, resulting in transactional revenue growth.
Key Responsibilities:
- Manage a portfolio of accounts, including circa 45 accounts with an employee size of 500 to 2500.
- Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.
- Proactively manage and lead on client projects, coordinating resources and stakeholders to ensure timely delivery.
- Anticipate and handle client enquiries efficiently, liaising with the Client Support and Employee Support teams for administrative tasks.
- Bring value to clients by providing advice on engagement theories, access to thought leadership, and facilitating help and support in challenges they may face.
- Work with the Implementation team to onboard new clients and products, coordinating resources and ensuring fast time-to-value with our solutions.
- Consistently work towards retaining your portfolio and collaborate with the Account Manager to ensure all renewals are successful.
- Gather client feedback and customer intelligence to help uncover new use cases and needs for additional features and modules.
- Provide external training and enablement sessions to drive adoption and self-service.
- Travel to meet clients where necessary and attend client events and roadshows where appropriate.
- Advocate for clients internally and raise the profile of 'win stories' within the business to strengthen the partnership and support marketing initiatives.
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