Client Success Team Manager

Client Success, Boston/Rochester, Full Time, $90,000 - $100,000 / year

Job Description

At Reward Gateway, we’re driven by our mission to “make the world a better place to work.” Across the globe over 750 of us work together to bring this to life through our products and technology. We help our 4000+ clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more!

Your Role in Our Mission
As a leader within Client Success US, the Team Manager will support and mentor a team of up to 6 Client Success Managers to be their best. Our key objective is to Delight Our Customers and be their most valued HR partner by providing credible, informative and reliable expertise in all areas of employee engagement. Through achieving this, you will be helping to deliver against our retention target as we continue to grow.

Key Responsibilities

• Supporting Client Success Managers with crafting and carrying out strategic client account plans with measurable objectives and goals
• Providing the team with the right tools and knowledge to maximize the value of every client partnership
• Responding to client feedback and providing effective, timely resolutions and service improvement plans in the event of issues and complaints
• Carrying out regular 1:1s and performance reviews based on key performance metrics and putting in place personal development goals to help each CSM progress and improve their skills
• Regularly recognizing both individual and team success via communication channels such as Slack, Boom! and team/company meetings
• Having a well-rounded view of the risks and opportunities within the team’s portfolios and working to implement plans to mitigate risk and maximize opportunities
• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively contributing to churn reduction tactics to achieve organizational KPIs
• Coordinating the renewal process for each of the team’s Clients, particularly those that have been identified as high risk, ensuring we protect our revenue and minimize churn
• Finding opportunities to improve and streamline processes for our clients, their employees and the CSM team
• Ensure your team is on top of admin tasks and all client data is present and accurate, alongside regular maintenance of our client management systems
• Building outstanding internal relationships to share best practices, learning and contribute to our Clients and teams globally
• Supporting the wider Client Success management team with various initiatives, team meetings, events and activities to build and maintain a strong culture within the department
• Working with the People Team to attract, hire and onboard new team members

Skills

• Proven commercial success in a Client Success based role with experience of managing a small team in a hyper growth business environment
• A strong commercial acumen with proven success of proactive and strategic client account management whilst delivering against retention and upsell targets
• A natural leader with a hands-on, proactive and ‘human’ approach to people management and team building
• Excellent communication and presentation skills with previous client facing experience
• Outstanding attention to detail
• Adaptable and solutions-oriented with the ability to problem solve under pressure

The Interview Process

• Telephone interview with a member of our Talent Acquisition Team
• Online interview with CS Team Managers
• Final stage face to face interview and presentation of your assessment task with our Director of Client Success and Implementation Team 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.

We hire BETTER.
From perks to people, our BETTER approach to hiring earns us more trust, happier people and more world-class talent that help us to make the world a better place to work. Find out more about Reward Gateway's approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.#J-18808-Ljbffr