Client Success Manager - Enterprise

Location:Sydney
Job Type:Full Time

At Reward Gateway, we’re driven by our culture, our clients and our mission to “make the world a better place to work.” Since 2007, we’ve been right by the side of the world’s most innovative companies and HR leaders, giving them the tools they need to overcome challenges and to connect with their people through our products and solutions. We’re more than 400 strong in four different countries, and we’re constantly growing. Our industry is HR technology, our objective is to increase employee engagement.

Our mission is to make the world a better place to work and to achieve this mission we need to deliver successful, meaningful programmes within an Enterprise client portfolio. The Enterprise Client Success Manager will deliver a world-class service, helping clients to raise awareness and engage their employees in their benefit offering, and showcasing all the products that Reward Gateway can offer to improve employee engagement.


Some of your responsibilities will be:

  • Managing a portfolio of Enterprise clients, to develop and maintain a strategic partnership with your clients and contacts, understanding their people and business goals and offer support in our solutions that will help them to achieve their goals.
  • Being part of the Client Success Management Leadership Team and actively participate in the successful running of the ever-growing Client Success Team
  • Supporting our Client Success Team Managers to mentoring and coaching our wider CSM’s to help them grow and develop
  • Adding value by helping them to deliver successful programmes that improve employee engagement.
  • Understanding your client’s goals and the platform’s purpose. Always improving the success of the programme, via usage and functionality.
  • Identifying opportunities to upsell additional solutions to your clients, and collaborating with the appropriate colleagues to develop and win those opportunities.
  • Retaining your clients by developing strategies to renew the contract well in advance of your client’s renewal.
  • Building a detailed view of the risks and opportunities within your portfolio and implementing plans to mitigate risks and maximise opportunities.
  • Planning and implementing communications strategies to maximise employee engagement, savings and uptake of recognition and reward programs to drive transactional products
  • Building world class relationships that truly delight our customers and creating valued and trusted relationships with multiple stakeholders within each account.
  • Being adept at advising on employee engagement methodologies, our products and how they affect employee engagement.
  • Bringing value to your clients; providing advice, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face.
  • Anticipating and handling client enquiries efficiently
  • Developing and implementing a recovery plan for clients who need attention
  • Keeping your product knowledge up-to-date and staying on top of tech news, industry changes, social media developments, HR and engagement trends and current legislation
  • Analysing engagement data 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
  • Planning and implementing employee communications to maximise usage across our products
  • Using initiative and creativity to wow your clients.
  • Building strong relationships with internal stakeholders to stay on top of product changes, offer expertise to clients and help us towards our mission
  • Ensuring our customer systems (Salesforce and Client Success) are always accurate and up to date
  • Traveling to meet clients where necessary and attend client events and roadshows where appropriate
  • Delivering promises on time, on budget and to a standard of service that exceeds client’s expectations
  • Liaising with the Client Support and Employee Support teams for administrative tasks

  • The experience and qualifications you will have:

  • Must have experience in a client relationship role
  • Experience of managing client accounts in a B2B environment
  • Experience of working with enterprise clients (high value / complex businesses)
  • Previous experience in the HR/Benefit//Recruitment/Employee Engagement space would be desirable, but not essential
  • Previous experience of presenting and/or pitching
  • Good negotiation skills
  • Excellent communicator with the ability to build strong internal and external relationships
  • The interview process:

  • Telephone interview with our recruitment team
  • In person interview with the Team Managers
  • Take home assessment
  • Final in person interview and presentation assessment with Team Manager and Head of Client Succes
  • We may ask for feedback during or after your application process so if that sounds good to you and you feel you are a good match to what we are looking for, we would love to hear from you!

    Be comfortable. Be you.
    At Reward Gateway, we want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.