Enterprise Client Success Manager

Last updated 29 minutes ago
Location:Melbourne, 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 2006, 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.

Your Role in Our Mission

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 & Core Duties will be:

  • Develop and maintain a strategic partnership with our clients by understanding their people and their business goals.
  • Offer support and add value to help your clients achieve successful programmes that improve employee engagement.
  • Always seeking opportunities to improve the success of our customers the services, via usage and functionality.
  • Identify revenue generating opportunities by providing additional solutions to your clients, and collaborating with the appropriate RG colleagues to nurture
  • Retaining your clients by partnering with key stakeholders throughout the renewal process to secure the ongoing partnership.
  • Building a detailed view of the risks within your portfolio and implementing plans to mitigate risk.
  • Working collaboratively with our clients on communications strategies to improve employee engagement.
  • Building valuable relationships that truly delight our customers and maintaining those relationships with multiple stakeholders within each account.
  • Understanding how our solutions fit within the broader HR landscape and the ability to relay RG concepts and methodology to clients.
  • Analysing engagement data and reviewing this with our 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. Ensuring our customer systems (Salesforce and Client Success) are always accurate and up to date.
  • Travelling to meet clients at their site, at our Office or using video conferencing to conduct review meetings, demo’s, training or employee facing webinars.
  • Managing a portfolio of clients with an annual value of approx $2m with a growth target of 5%.
  • The Experience and Key Skills you will have:

  • Must have experience in a face to face client relationship role.
  • Experience of managing client accounts in a B2B environment.
  • Experience of working with Corporate or Enterprise customers.
  • Previous experience of presenting and/or pitching to C-Suite level.
  • Strong negotiation skills and commercial business acumen.
  • Excellent communicator with the ability to adapt to individual client style.
  • The Interview Process:

  • Telephone interview with the Recruiter
  • Video First interview with the Head of Client Success and a Client Success Manager
  • Video Final interview and assessment with the Head of Client Success, a Sales Consultant and a Client Success Manager
  • 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.