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Client Success Manager, SMB

Client Success, London, Full Time, £40,000 / year

Job Description

Since 2006, we’ve helped the most innovative companies and HR leaders transform the employee experience to attract, engage and retain top talent through employee benefits, strategic reward and recognition, wellbeing, and much more. Across the globe, over 600 of us work together to make the world a better place to work as an ambitious, fast-growth, private-equity-backed, HR Tech SaaS company focused on Employee Engagement. We’re flexible, inclusive, and keen to meet individuals who are passionate about positively impacting the future of work both at RG and beyond

Your Role in our Mission
Our mission is to make the world a better place to work and to achieve this mission we need to deliver successful, meaningful programmes within an SMB client portfolio. The Client Success Manager (SMB) will deliver a world-class service, helping clients to raise awareness and engage their employees in their benefit offering, and showcasing all the products that Reward Gateway can offer to improve employee engagement.

Flexible, Hybrid Working
Collaboration, connection as a team, and strong internal stakeholder relationships are part of the  “RG Magic” that makes our Client Success team culture thrive. Our RG Work Modes Guides detail how and why this is so much more effective in person.

The office is for you to use as much as you like, as a minimum our UK Client Success teams work from our Tottenham Court Road office at least once per week on either of our Client Success Days: Wednesday or Thursday.

Key Responsibilities

  • Developing strategic partnerships with key stakeholders within a portfolio of approximately 35 clients by understanding their people and business goals and offering effective solutions that will help them to achieve those goals
  • Building strong client relationships through regular meetings, calls and event attendance, and adding further value by providing credible advice and expertise around our products and their development, case studies, industry knowledge & access to HR thought leadership
  • Planning and implementing employee communication strategies to maximise tangible engagement results
  • Analysing usage data and presenting this in an insightful way that demonstrates the value of the programme and its alignment to their goals
  • Identifying opportunities and managing a pipeline of upsell solutions, and collaborating with product specialists where necessary to develop and win those opportunities
  • Building a detailed view of the risks within your portfolio and implementing recovery plans to mitigate those risks in order to renew contracts well in advance of the contract end date
  • Anticipating and handling client enquiries efficiently and working closely with other departments to resolve issues in a professional and timely manner
  • Ensuring our customer systems (Salesforce and Client Success) are always accurate and up to date
  • Encouraging Client feedback and keeping a high NPS score.
  • Travelling to meet clients where necessary and attending client events and roadshows where appropriate

Skills

  • Must have experience in a client relationship role where you have crafted and delivered strategic client account objectives
  • Experience with working to upsell and renewal targets
  • An ability to build rapport with clients at all levels by understanding their goals, objectives and agenda
  • Excellent client presentation skills and experience in managing relationships with senior stakeholders
  • Ability to effectively lead and participate in commercial discussions and negotiations
  • Enthusiastic about working with clients, the Reward Gateway solutions, and our mission
  • Ability to seek out knowledge and be driven by curiosity.

The Interview Process

  • Telephone interview with our Talent Acquisition Team
  • 1st stage interview with two Client Success Team Managers
  • Assessment task and final stage interview with a Client Success Team Manager and the Head of UK SMB Client Success

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.
 
We hire BETTER.  
From perks to people, our BETTER approach to hiring earns us more trust, happier people, and more world-class talent that helps us to make the world a better place to work. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy, and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
Apply Now

London

265 Tottenham Court Road
London
W1T 7RQ

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