Director of Client Success, Reward Gateway
£110-125k
2-5 days a week in office ( Tottenham Court Rd, London )
Employee engagement platform
Job no longer available
Employee engagement platform
501-1000 employees
Job no longer available
£110-125k
2-5 days a week in office ( Tottenham Court Rd, London )
501-1000 employees
Company mission
To make the world a better place to work; improving employee engagement to build better, stronger and more resilient organisations.
Role
Who you are
- Demonstrated experience in Employee Benefits leadership. Consulting or Commercial background
- Proven track record of setting and delivering exceptionally high standards for delivery in the Customer Success team, with a relentless focus on raising the quality of Success Plans, all customer deliverables, insightful customer interactions and return on investment
- Demonstrable success in partnering with sales through building and maintaining strong business business partnership with the Commercial leadership and extended leadership teams, proactively contributing to your region’s overall strategy and success
- Proven experience of driving value and return on investment in your team’s customer delivery, ensuring all CSM led accounts conduct an appropriate level of value realisation analysis
- Proven success in driving programs of change. Analyse the changes needed in the team and create, lead and successfully conclude the programme of change (eg raising delivery and team standards, developing new models, creating and implementing innovative approaches)
- Proven experience in effectively managing a distributed team across multiple regions and countries
- Proven experience in nurturing, caring and growing all customers in region, including self service provisions
- Proven experience in building world class, end to end customer journeys (from initial deployment to continuous renewals) through working with Professional Services, Technical Account Management, Support and Renewals leaders
- Relentless focus on excellence, growth, innovation and high delivery and operational excellence
- Well established track record of producing high quality customer and leadership results while establishing/maintaining customer relationships at all levels
What the job involves
- Lead a diverse team of Customer Success Managers, Team Managers and Heads of department covering all customer accounts, primarily those customers that have procured the services of a CSM, but also be accountable to provide awareness of and targeted interventions to the digitally-served customer base
- Set the overall strategy and plan for the customer base, focusing on driving maximum adoption, articulating maximum value and driving our customers to true advocacy and growth
- Leading and optimising the client success department focused on driving product adoption, value and advocacy from our customer base, resulting in success for our customers and success for Reward Gateway
- Having a focus on driving consumption, adoption and value analysis of Reward Gateway’s products through clear expectation setting with your team and driving proactive and reactive tracking of data points
- Be highly commercial in outlook, understanding cost of sales, cost of delivery, margin contribution, renewal and risk management through P&L responsibility
- Working closely with Account Management Leadership on sales and renewals pricing strategies, upsell / cross sell plays and business value analysis / realisation
- Contribute to Reward Gateway’s “Delight our Customer” value by creating and developing new and innovative frameworks, processes and content for CSMs to deliver in the field reinforcing the value and importance of our values
- Act as a pivotal member of the EMEA Commercial leadership team participating in regional strategy development, cross functional collaboration, driving risk from our customer base and uncovering expansion opportunities
- Be a figurehead for Reward Gateway externally and be comfortable presenting at our events or 3rd party forums (e.g User Groups, Client Advisory Boards or Employee Engagement conferences)
- Reporting To: Commercial Director, Private Sector
Application process
- Telephone interview with a member of our Talent Acquisition team
- 1st stage interview with our Head of Account Management and Commercial Director, Private Sector
- Take home Assessment Task
- Final stage interview with our CEO and COO
Salary benchmarks
Our take
Reward Gateway was founded in 2006 as an employee engagement company. With reports suggesting that despite the majority of CEOs recognising that employee engagement is vital to their success, very few say they have a highly engaged company. Reward Gateway set out to bridge this so-called "engagement gap".
By engaging employees, Reward Gateway promises companies increased productivity, communication, and employee satisfaction - helping them to retain their most valued employees. It sets itself apart from traditional HR solutions by bringing employee benefits, discounts, perks, rewards, recognition, wellbeing and feedback into a single unified hub.
The company has acquired Xexec, MoveSpring and Fond, all providers of employee wellbeing and rewards software, to further bolster its offering and capabilities. In 2023, it was itself acquired by Edenred, a worldwide leader in employee benefits, presenting Reward Gateway with the chance to expand into new regions while the two companies enhance their already comprehensive range of solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2015
$160.9m
GROWTH EQUITY VC
Dec 2010
$34.2m
GROWTH EQUITY VC
Total funding: $195.1m
Company benefits
- Life assurance
- Pension/401K
- Debt support programme & salary advances
- Bonus for referring a friend who we hire and have completed 3 months’ service
- Employee Share Plan
- Discounts to share with friends and family
- Family support - Baby Bonus, caregiver support, domestic violence protection programme, parent support loan, miscarriage and baby loss support, wedding bonus and up to 3 months paid leave to take care of your family
- Gender neutral parental leave for primary and secondary carers
- Up to 6 months unpaid leave after five years’ service
- Volunteer days plus a day of leave to Speak Up and be the change you want to see in the world
- Unlimited time off to give blood
- Trans & gender affirmation support
- Unlimited free books for your professional development and one fiction book per month to help you unwind
- Employee assistance programme
- Health benefits such as free eye tests, free flu jab, freedom from addiction, menopause support, stop smoking assistance programme and health cash plan
- Personal wellbeing allowance, personal wellbeing coach, run club, spa and gym discounts, plus cycle to work scheme
- Work from home bundles
- Flexible working
- Bring your dog to work, drinks and breakfast
Company HQ
Soho, London, UK
Leadership
Nick Burns
(AUKUS Zone Director)Advisory Board Member at Hybrid Legal and at Engage Works. Formerly CEO of Gallagher Benefit Services (UK).
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