Client Success Operations Manager, Reward Gateway
$110-115k
Employee engagement platform
Job no longer available
Employee engagement platform
501-1000 employees
Job no longer available
$110-115k
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
- 2-4 years experience in Client Success Operations
- Ability to mine insights from data and use that to generate creative solutions to improve KPIs
- Experience deploying and managing tools for Client Success teams, such as ChurnZero, Gainsight, etc
- A metric-driven approach to client retention for the full portfolio of clients, with a strong understanding of CS KPIs that drive a bottoms-up approach to increasing gross retention and net retention
- Creative approach to problem solving, and willingness to take the lead on outside-the-box initiatives
What the job involves
- Reporting To: VP of Client Success
- Our mission is to make the world a better place to work and to achieve this mission we need you to help ensure that we are providing Return on Investment across our existing client portfolio and ensuring our internal client-facing teams have the support they need to do that
- Defining and continuously refining core CS-specific KPIs and metrics through the lens of improving client retention
- Administering CS software and helping optimize internal usage
- Spearheading project to clean up client data in Salesforce that is crucial to improving how we organize and support our clients
- Working with global teams to define and implement client health scores and other metrics to support Client Success Managers and Account Managers
- Identifying the need for - and creating - team SOPs (Standard Operating Procedure docs)
- Creating processes to implement CS Best Practices, helping develop a best in class CS organization
- Collaborating with internal teams to optimize CS procedures, such as Business Operations, Account Management, Marketing, Product, Sales, and others
Application process
- Telephone call with a member of the Talent Acquisition Team
- First interview with the VP of Client Success
- Final interview and assessment with VP of Client Success, Head of Account Management, and Head of Commercial Operations
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
$155.5m
GROWTH EQUITY VC
Dec 2010
$33.1m
GROWTH EQUITY VC
Total funding: $188.5m
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
Fitzrovia, London, UK
Leadership
Nick Burns
(CEO)Advisory Board Member at Hybrid Legal and at Engage Works. Formerly CEO of Gallagher Benefit Services (UK).
Salary benchmarks
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