Mid Market Client Success Manager

2 weeks ago

Melbourne, Victoria, Australia Reward Gateway Full time

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This range is provided by Reward Gateway. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$115,000.00/yr - A$115,000.00/yr

Direct message the job poster from Reward Gateway

APAC Senior Talent Acquisition Partner & CSR Correspondent at Reward Gateway | Edenred. Building engaged teams and enhancing community impact.

In May 2023, Reward Gateway was acquired by Edenred. Established for over 50 years and a CAC40 company listed on the Paris Stock Exchange, Edenred is a leading digital platform and the everyday companion for people at work, connecting more than 60 million users, 2 million partner merchants and nearly 1 million corporate clients across 45 countries. Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our 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.

What's in it For Me?

Up to $115k base + additional bonuses of $16k-$19k for achievement of renewal & expansion targets
Genuine pathways for career growth, including Elev8 high-performance programs and tailored Learning & Development initiatives, designed to guide your career in the direction that's right for you.
Collaboration and client support from our world class APAC Marketing team with access to incredible thought leadership material as well as conferences and webinars such as the RGER Live 2025 HR Trends event at the Melbourne Cricket Ground and Sydney Summit

You will also receive over 70 individual employee benefits & perks designed for financial, career, mental, physical and social wellbeing including:

Annual leave of 35 days, less the public holidays
Additional annual leave purchasing of up to 5 days
$750 a year wellbeing allowance.
Membership with Unmind - encompassing therapy, coaching, and proactive wellbeing.
Appreci8 - an opportunity to gain monetary awards for doing an excellent job.
Additional bonus payments for a number of life events and milestones.
Employee, friends and family discounts - huge annual $$$ savings across hundreds and hundreds of retail, hospitality, travel, lifestyle brands.

Flexible, hybrid working:

Our office is for you to use as much as you like; as a minimum our Client Success Team works from our Sydney office or Melbourne office at least twice a week.

Some of Your Responsibilities & Core Duties will be:

Managing a portfolio of Mid Market clients where you will develop and maintain a strategic partnership. You will understand their people and business goals and provide support with our solutions that will help them to achieve their internal engagement programmes.
Improve the success of program usage and adoption through consultation, strategy development and delivery.
See opportunities to upsell additional solutions to your clients, and collaborate with the appropriate colleagues to develop and secure those opportunities.
Work in close partnership with the Strategic Account Manager to develop account plans to strengthen the client retention rates, and optimise the expansion pipeline and conversion.
Retaining 97% of your clients revenue by developing strategies to avoid risks and to renew the contract well in advance of your client's renewal.
Planning and implementing an Engagement Strategy including communications plans to improve employee engagement, usage and adoption of all client products.
Build world-class relationships that truly delight our customers and create valued and positive partnerships with multiple stakeholders within each account.
Provide advice, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face.
Being adept at consulting on our products and how they affect employee engagement.
Anticipating and handling client enquiries efficiently.
Keeping your product knowledge up-to-date and staying on top of tech news, industry changes, social media developments, HR and engagement trends, employee engagement methodologies and current legislation.
Analysing engagement data and reviewing this with your clients to demonstrate the value of the programme and how it is aligned with their success goals. Work with your clients to develop and implement strategies to improve these results further.
Ensuring our customer systems (Salesforce) are always accurate and up to date including Pulse score and Healthscore.
Travelling to meet clients and attending client events and roadshows when required.
Delivering promises on time, on budget and to a standard of service that exceeds client's expectations.
Collaborating with the Client Support and Employee Support teams for administrative tasks.
Contributing to the thought leadership of Reward Gateway both globally and locally by sharing examples for case studies and other collateral.

The Experience and Key Skills you will have:

A good level of experience in a strategic and proactive B2B client relationship or client service role with strong internal and external relationship building skills.
An ability to partner with organisations of 500 - 2000 employees.
Previous experience of presenting programme solutions to groups of end users.
Excellent negotiation skills coupled with proven delivery against client retention and client revenue growth deliverables.
Excellent communication skills with an ability to translate technical solutions or complex client challenges.
Previous experience of developing and contributing to communication planning and roll-out of those initiatives.

The Interview Process:

Telephone interview with our Senior Talent Acquisition Partner, APAC
First stage virtual interview with the Head of Client Success, SMB & Mid Market or Head of Enterprise Client Success and a Senior Client Success Manager
Take home presentation task
Final virtual or in person interview and presentation with the Head of Enterprise Client Success and Mid Market Client Success Team Lead

At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

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.

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.

Seniority level

Seniority levelAssociate

Employment type

Employment typeFull-time

Job function

Job functionGeneral Business, Customer Service, and Other
IndustriesHuman Resources Services and Technology, Information and Media

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