Mid-Market Client Success Manager

5 days ago

Sydney, Australia Reward Gateway Full time

Job Description

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.

With our shared missions of ‘Making the World a Better Place to Work' and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

What’s in it for me?
OTE circa $16k (uncapped)

A unique opportunity to be part of a high performing Client Success team within an extremely well established, stable and high growth ‘Unicorn’ SaaS company that has a Glassdoor employer rating of 4.9 out of 5.

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.

Transparent and genuine pathways to career progression with a landscape to over achieve and be mentored by some of the top performing Client Success professionals within our HR Tech sector. 

76 individual employee benefits and perks in our Benefits Centre including:  A flexible vacation plan of up to 45 days per year $750 a year Wellbeing Allowance Learning and development investment coupled with professional development books, E-books, podcasts Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement. Employee, friends and family discounts across hundreds of retail, hospitality and lifestyle brands Flexible, Hybrid Working:
Our office is for you to use as much as you like; as a minimum our APAC Client Success Team works from our Sydney office or Melbourne office at least twice a week.

Key   Responsibilities

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.

Main duties include: 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 SMB & Mid Market Client Success and Senior Client Success Manager Take home presentation task Final virtual or in person interview and presentation with the Head of Client Success and Director of Client Success
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.

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