Client Success Team Manager, Reward Gateway
Public Sector
£60k
More information about location
1+ day a week in office ( Tottenham Court Road, London)
Employee engagement platform
Job no longer available
Employee engagement platform
501-1000 employees
Job no longer available
£60k
More information about location
1+ day a week in office ( Tottenham Court Road, 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 working with Public Sector clients in a similar role
- Proven track record in a Client Success Manager capacity, demonstrating your ability to drive positive outcomes
- Previous experience in people management, with demonstrated ability to lead and nurture a team
- Understanding of Employee Engagement, combined with a genuine passion for its principles
- Passion for efficiency and building strategic one-to-many plans
- Comfortable pitching and presenting to clients and internal teams
- Proficient in critical communication to effectively convey ideas and plans
- Pioneering a growth mindset within the team as we change and develop as a business
What the job involves
- Reporting to: Head of Client Success (UK)
- To achieve our mission, we put HR & Reward professionals at the core of everything we do
- This means connecting with them to understand them better, their business and their current challenges or objectives
- Your role is to help guide our Client Success Managers to deliver successful, meaningful programmes that we can delight our customers with
- This will result in high customer satisfaction, retention, and usage
- We are looking for a dedicated Team Manager who will support and drive forward our Public Sector Client Success team in managing mixed portfolios that can range in employee headcount
- Your role will be pivotal in coaching and empowering a team of 3-5 Client Success Managers, driving exceptional service delivery, client retention, product adoption, and overall success
- You will focus on streamlining processes and making your team as efficient as possible within their portfolio
- This is a hybrid role where you will also be responsible for your own portfolio of Key Public Sector clients
- Conducting regular one-to-one sessions with CSMs to address concerns, and challenges, and guide them through complex client scenarios
- Orchestrating quarterly reviews to assist CSMs in creating and pursuing meaningful personal development plans
- Cultivating a culture of achievement within your team, while sharing best practices to enhance the department's performance
- Maintaining an up-to-date understanding of Benefits, Rewards, and Employee Engagement within the Public Sector, including knowledge of framework and contractual requirements
- Maintaining a comprehensive perspective of risks and opportunities in your own and your team's portfolios, devising strategies to mitigate risks, retain clients and capitalise on opportunities by enabling the Account Managers
- Ensuring all clients are proactively being improved and have current goals and objectives in place to increase usage, and adoption or to retain the client
- Ensuring you and your team are on top of admin tasks and all client data is present and accurate, alongside regular maintenance of Salesforce
- Driving efforts to boost client NPS participation and promptly address client feedback
- Obsess over programme adoption, advising on and implementing strategies and initiatives to maximise employee activation and engagement
- Managing customer concerns and, if required, coordinating with the appropriate internal team members to achieve a timely and satisfactory resolution
- Working closely with product & engineering teams to relay client feedback, influence the product roadmap, and escalate technical issues
- Building close, long-term, and proactive client relationships that create customer loyalty and a solid partnership with multiple stakeholders of your portfolio
- Actively managing and leading 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
- Anticipating and handling client enquiries efficiently and liaising with the Client Support and Employee Support teams for administrative tasks
- Providing external training and enablement sessions to your contacts to drive adoption and self-service
- Traveling to meet clients where necessary and attending client events and roadshows where appropriate to add value
Application process
- Screening call with Senior Talent Acquisition Partner
- Online interview with Client Success Team Manager
- Take home assessment
- Final in-person interview at our office in Tottenham Court Road with Director of Client Success and Client Success Team Manager
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
$158.4m
GROWTH EQUITY VC
Dec 2010
$33.7m
GROWTH EQUITY VC
Total funding: $192.1m
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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