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Client Success Manager

Client Success, Rochester, Full Time

Job Description

At Reward Gateway, we’re driven by our culture, our clients and our mission to “make the world a better place to work.” Since 2006, 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.

Your role in our Mission

Our mission is to make the world a better place to work and to achieve this mission we need you to:
  • 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 programme.

Key Responsibilities

  • Manage a portfolio of around 30 clients.
  • Proactively build and maintain a strategic partnership with your clients and contacts, understanding their people and business goals.  Identify areas where our solutions will help your clients to achieve their goals.
  • Provide access to our thought leadership resources; sharing content, finding opportunities to introduce clients to RG colleagues, inviting clients to our events.
  • Adopt effective and value drive account management strategies to maximise employee engagement across your portfolio of clients.
  • Provide meaningful, relevant and insightful analysis on programme performance and demonstrate how this is aligned to your clients goals, and understanding where the opportunities for improvement are.
  • Retain client portfolio value through renewal and find opportunities to increase annual contract value through additional services and solutions.
  • Build solid relationships with internal stakeholders to offer expertise and solutions  to clients.
  • Continuously develop your product and industry knowledge  to become a specialist in the Employee Engagement space.

  • Maintain customer databases (Salesforce, ClientSuccess, etc.)

Skills

  • Must have experience in a face to face client relationship role. 
  • Experience of managing client accounts in a B2B environment. 
  • Build rapport with clients at all levels by understanding their goals, objectives and agenda.
  • Superb attention to detail.
  • Ability to effectively lead and participate in commercial discussions and negotiations
  • Excellent communicator with the ability to adapt to individual client style.
  • Practical, level-headed and able to prioritise - understanding when to get involved and when to step back. 
  • Comfortable collaborating with different teams within Reward Gateway and stakeholders.

The interview process


  • Telephone interview with our recruitment team
  • Video interview with the Client Success Team Manager and our Implementation Specialist
  • Take home assessment
  • Final interview and presentation assessment with the Customer Success Team Manager, Head of Client Success US and Associate Sales Director, US

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.



Apply Now

Rochester

280 East Broad Street #150
Rochester
New York
14604

Visit our Rochester office

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