AddressReporting to the Revenue Manager, the successful candidate will be welcomed into a dynamic and diverse team of friendly and dedicated professionals who strive to deliver the highest levels of customer service within a collaborative work environment.
Working across teams you will build strong relationships internally with all the business units and externally across your client portfolio ensuring quality outcomes whilst achieving personal job satisfaction.
Since 2000 they have helped the most innovative companies and HR leaders transform employee benefits value via our platform with rewards and benefits to attract and retain top talent through employee benefits, strategic reward and recognition, and much more. As an ambitious, hyper-growth SaaS Platform and Rewards offering tailored solutions to business today demands a quick response – the flexibility to create solutions to problems and invent ways to capitalise on and maximise opportunities. That's why we've made sure that a lack of bureaucracy is refreshingly evident.
You should have previous experience to:
- Build World-Class relationships by delivering reliable, credible and proactive success strategies to a varied portfolio of clients
- Be a specialist in providing solutions to Employers and HR’s departments with 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 program
Essential Duties:
Our client is seeking a dedicated Client Success Manager who will deliver a world-class service, to increase engagement and help clients to understand insights and analytics, industry benchmarks and provide best practice solutions.
The Client Success team ensures that customers see value in the product they pay for and that they're happy with the results. A Client Success Manager has the responsibility to make sure that a product helps customers achieve whatever goals they have, and drive increased customer satisfaction and usage.
We need an experienced Client Success Manager (CSM) with a consultative approach, a successful track record of client satisfaction, and a growth mindset of proactively managing a portfolio of clients with medium to large workforces. You will ultimately be responsible for your own book of business, ensuring the success of each account leads to high client retention, and product adoption, whilst providing the best service possible for our clients.
Key Responsibilities:
- Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders.
- Proactively 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.
- Actively work with the Implementation team - managing and leading on client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time.
- Proactively working on issues, prioritizing accordingly and coordinating resources across product, engineering and support teams where necessary.
- Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant Platform and Reward events or facilitating help and support in challenges they may face.
- Provide meaningful, relevant and insightful analysis on program performance and demonstrate how this is aligned to your clients goals, and understanding where the opportunities for improvement are.
- Building a detailed view of the risks and opportunities within your portfolio and implementing solution focused plans to mitigate risks and maximize opportunities
- Ensuring CRM is always accurate and up to date and all client admin tasks are completed on time and to a high standard
- Advocating for your client internally and raising the profile of ‘win stories’ within the business to strengthen the partnership and support marketing initiatives
Bonus points:
- 2+ years demonstrated track record of working within Client Success (B2B, SaaS experience preferred)
- Ability to work with workforces with an employee size of 500 to 2500+
- Experience in running consultative meetings that unearth detail and produce strategic action plans
- Build rapport with clients at all levels by understanding their goals, objectives and agenda
- Marketing & Communications experience to build awareness and attract new customers with the marketing team
- Excellent communicator with the ability to adapt to individual client style
- Practical, level-headed and able to prioritize - understanding when to get involved and when to step back.
- Comfortable collaborating with different teams within the Platform and Rewards and stakeholders.
- Proven growth mindset with a focus on coachability and continuous learning and improvement
The role assumes responsibility for ongoing daily management of client expectations consisting of:
- Management of end-to-end execution of multichannel marketing campaigns for a portfolio of blue chip clients including Rewards/ Loyalty, eDM, SMS and online services
- Coordination and liaison with all internal teams including Digital production to deliver our clients' marketing campaigns seamlessly
- Collaboration with business to ensure campaign strategies are realised and continuously improved for greater client outcomes
- Analysis of client databases and creation of detailed data briefs for programmers to execute
- Hunger. You wake up excited to meet new people, understand their challenges and become their new best friend.
- Tenacious networking ability and a desire to be constantly on the front foot;
- Ability to build relationships with clients;
- Experience in building strong relationships and gaining the respect of new clients, existing clients and - most importantly - our internal delivery team;
- Personality and creative flair, with the ability to suit up when required.
- Strengths in problem identification, negotiation and communication. You can deliver value-add work for your clients in every conversation, not just Service
- Sound client management skills, sales, account and/or client relationship management experience within the Rewards / Loyalty, Gift Card, Digital Space
- Natural intelligence and problem solving skills
- Understanding of Gift Cards and Rewards measurement
Initial Key Drivers For this role:
- Display a high level of internal and external customer service and support.
- Actively portray a strong sense of responsibility and high level of motivation to manage diverse and complex administrative and communication tasks with efficiency, accuracy, discretion and clarity.
- Easily adapt to shifting priorities in a fast paced environment.
- Understand the prepaid market product portfolio and position our solution versus the needs of the prospective clients, the current platform being utilised, as well as market dynamics.
On offer for the right candidate is an attractive salary, with free onsite parking and a real opportunity to make your mark and have your ideas implemented in a fast moving and rapidly growing organisation.
