Enterprise Client Success Manager

4 weeks ago

Sydney, New South Wales, Australia Reward Gateway Full time

Job Title: Enterprise Client Success Manager

Job Summary: We are seeking an experienced Enterprise Client Success Manager to join our team at Reward Gateway. As a key member of our client success team, you will be responsible for delivering a premier service to our clients, helping them to raise awareness and engage their employees in their benefit offering.

Key Responsibilities:

  • Develop and maintain a strategic partnership with our clients by understanding their people and their business goals.
  • Multi-threading with multiple stakeholders within each client to offer support and make valuable contributions to help your clients achieve successful programmes that improve employee engagement.
  • Always seeking opportunities to build on the success of our customers' services, via usage and functionality.
  • Identify revenue-generating opportunities by providing additional solutions to your clients, and collaborating with the relevant Strategic Account Manager who is your commercial partner for your book of business.
  • Retaining your clients by building valuable relationships that truly delight and partner with key customer contacts 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 communication strategies to improve employee engagement.
  • 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) 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, demos, training or employee facing webinars.
  • Managing a portfolio of clients with an annual value of approx $2m - $2.5m with a growth target of 7% - 14%.
  • Playing a significant role in RG-run events, engaging in networking, hosting, and possibly speaking or providing support.

Requirements:

  • Experience within a face-to-face client relationship role where you have partnered with, pitched and presented to multiple C-Suite stakeholders.
  • Experience of managing B2B Enterprise or upper Enterprise client portfolios where you have driven usage and adoption through the development and execution of highly personalised, strategic account plans.
  • 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.
  • Experience of working in cross-functional teams.

Interview Process:

  • Telephone interview with Senior Talent Acquisition Partner, APAC.
  • Online interview with Head of SMB & Mid Market Client Success and one of our Enterprise Client Success Manager team members.
  • Take home assessment task and presentation interview with Sales Director - Australia, Head of SMB & Mid Market Client Success and Head of Enterprise Client Success.

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