Mid Market Client Success Manager

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. Together with Edenred, we 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?

- Annual pay reviews
- 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 Reward Gateway Live: 2024 HR Trends event at the Museum of Contemporary Art, Sydney and Sydney Summit.

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

- A flexible vacation plan of up to 45 days per year.
- $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.

What you’ll be doing:

To achieve our mission of ‘Making the World a Better Place to Work' we need to deliver successful, meaningful programmes within our Mid Market client portfolio. A Mid Market Client Success Manager will deliver an outstanding level of service, helping clients achieve adoption and high utilisation in their engagement platform offering, and showcasing the solution that Reward Gateway can offer to improve employee engagement.

Key Responsibilities

- 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 clients revenue by developing strategies to avoid risks and renew contracts.
- Planning and implementing engagement strategies including communications plans to improve employee engagement, usage and adoption of all client products.
- Provide advice, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face.
- 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.
- Travelling to meet clients and attending client events and roadshows when required.

Skills

- A good level of experience in a proactive and strategic 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.

We hire BETTER.

Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.

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