Client Success Manager

Location:Greater London
Job Type:Full Time

At Reward Gateway, we’re driven by our culture, our clients and our mission to “make the world a better place to work.” Since 2007, we’ve been right by the side of the world’s most innovative companies and HR leaders, giving them the tools they need to overcome challenges and to connect with their people through our products and solutions. We’re more than 400 strong in four different countries, and we’re constantly growing. Our industry is HR technology, our objective is to increase employee engagement.

We are passionate about clients and love innovation; consulting, partnering with them, delivering a world class service with innovative technology, that’s what we live and breathe. We need someone who can understand the needs of our clients, present campaign strategies and deliver the best possible solution for our clients. You're responsible for working with our SMB clients. We are looking for a pro-active client success manager to partner with clients, develop strategies to drive ROI, provide solutions to add real value and retain our client portfolio. You will need experience within a commercial account management role with a focus on SMB accounts; once you become a RG expert you will be set up for success.

Some of your responsibilities will be

  • Managing a portfolio of SMB Clients, to develop and maintain a strategic partnership with your clients and contacts, understanding their people and business goals and offer support in our solutions that will help them to achieve their goals.
  • Adding value by helping them to deliver successful programmes that improve employee engagement.
  • Retaining your clients by developing strategies to renew the contract well in advance of your client’s renewal.
  • Understanding your client’s objectives and the platform’s purpose. Always improving the success of the programme, via usage and functionality.
  • Identifying opportunities to up sell additional solutions to your clients, and collaborating with the appropriate colleagues to develop and win those opportunities.
  • Building a detailed view of the risks and opportunities within your portfolio and implementing plans to mitigate risks and maximise opportunities.
  • Planning and implementing communications strategies to maximise employee engagement, measurable through employee savings, transactional solution adoption, and uptake of recognition and reward programs to drive transactional products
  • Building world class relationships that truly delight our customers and creating valued and trusted relationships with multiple stakeholders within each account.
  • Being adept at advising on employee engagement methodologies, our products and how they affect employee engagement.
  • Bringing value to your clients; providing advice, access to thought leadership, inviting
  • Client Success Manager (SMB) them to relevant RG events or facilitating help and support in challenges they may face.
  • Anticipating and handling client enquiries efficiently.
  • Developing and implementing a recovery plan for clients who need attention.
  • Keeping your product knowledge up-to-date and staying on top of tech news, industry changes, social media developments, HR and engagement trends and current legislation.
  • Analysing engagement data and reviewing this with your clients to demonstrate the value of the programme and how it is aligned to their goals.
  • Work with your clients to develop and implement strategies to improve these results further.
  • Planning and implementing employee communications to maximise usage across our products.
  • Using initiative and creativity to wow your clients.
  • Building strong relationships with internal stakeholders to stay on top of product changes, offer expertise to clients and help us towards our mission.
  • Ensuring our customer systems (Salesforce and Client Success) are always accurate and up to date.
  • Traveling to meet clients where necessary and attend client events and roadshows where appropriate.
  • Delivering promises on time, on budget and to a standard of service that exceeds client’s expectations.
  • Liaising with the Client Support and Employee Support teams for administrative tasks
  • The experience and qualifications you will have

  • Proven success in a client facing role within the B2B or B2C space
  • Strong preparation and organisational skills
  • Previous experience of managing multiple priorities in a fast paced or high growth environment
  • Excellent communicator with the ability to build strong internal and external relationships
  • Comfortable analysing data
  • Has a passion for working with HR tech and using it to make the world a better place to work
  • The interview process

  • Telephone interview with our recruitment team
  • In person interview with the Team Managers
  • Take home assessment
  • Final in person interview and presentation assessment with Team Manager and Head of Client Success
  • We may ask for feedback during or after your application process so if that sounds good to you and you feel you are a good match to what we are looking for, we would love to hear from you!

    Be comfortable. Be you.
    At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. 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.