Mid-Market Client Success Manager, Reward Gateway
£45k
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
£45k
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 track record of working within Client Success
- Ability to work with workforces with an employee size of 500 to 2500
- Consistent and proven delivery of high client retention and client growth
- Passionate about driving success with our clients through product adoption and high usage that results in transactional revenue growth
- Focus on providing clients with the tools necessary to grow a self-service mindset
- Consistent and proven record of high customer satisfaction and NPS scores
- Experience in running consultative bi-annual meetings that unearth detail and produce strategic action plans
- Exceptional Salesforce hygiene to paint a picture of client health
- Experience in creating strategic plans to improve and maintain a high client health score (NPS, product adoption, product usage, consistent client pulses)
- Proven growth mindset with a focus on coachability and continuous learning and improvement
What the job involves
- Reporting To Client Success Team Manager
- 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
- To then deliver successful, meaningful programmes that we can delight our customers with
- Proactively managing a portfolio of circa 45 accounts with an employee size of 500 to 2500, which can include clients with bespoke solutions
- Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders
- Actively 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
- Anticipating and handling client enquiries efficiently and liaising with the Client Support and Employee Support teams for administrative tasks
- Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face
- Always improving the programme's success, advise on and implement strategies and initiatives to maximise employee engagement, usage, and drive transactional products uptake
- Working with the Implementation team to onboard new clients and products by coordinating resources and ensuring fast time-to-value with our solutions
- Consistently working towards retaining your portfolio and work alongside the Account Manager to ensure all renewals are successful
- Building a detailed view of the risks and opportunities within your portfolio and implementing solution focussed plans to mitigate risks and maximise opportunities with the Account Manager
- Keeping your product knowledge up-to-date. Staying on top of industry trends, building strong internal relationships with RG stakeholders to stay on top of product changes, and offer expertise to clients
- Analysing metrics that matter to your client and reviewing this with your clients to demonstrate the value of the programme and how it is aligned to their goals. Work with your clients to develop and implement strategies to improve these results further
- Gather client feedback and customer intelligence to help uncover new use cases and needs for additional features and modules that align to client needs
- Provide external training and enablement sessions to your contacts to drive adoption and self service
- Travelling to meet clients where necessary and attending client events and roadshows where appropriate and will add value
- Advocating for your client internally and raising the profile of ‘win stories’ within the business to strengthen the partnership and support marketing initiatives
Application process
- Telephone call with a member of the Talent Acquisition Team
- First-round interview with a Client Success Team Manager and a member of the Client Success Team
- Task and final stage interview with our Mid Market Client Success Team Managers in our London Office or Online, depending on availability
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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