Client Success Manager

July 21

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employee engagement • employee engagement solutions • employee communications • employee benefits • employee discounts

501 - 1000

Description

• Deliver a world-class service, increase engagement, and help clients to understand insights and analytics, industry benchmarks and provide best practice solutions. • Ensure that customers see value in the product they pay for and that they're happy with the results. • Make sure that a product helps customers achieve whatever goals they have, and drive increased customer satisfaction and usage.

Requirements

• Experienced Client Success Manager (CSM) with a consultative approach • Successful track record of client satisfaction • Growth mindset of proactively managing a portfolio of clients with medium to large workforces • Ensure the success of each account leads to high client retention and product adoption • Providing best service possible for clients

Benefits

• Build close, long-term client relationships that create customer loyalty and a solid partnership with multiple stakeholders. • Proactively maintain a strategic partnership with your clients and contacts, understanding their people and business goals. Identify areas where our solutions will help your clients to achieve their goals. • Actively work with the Implementation team - managing and leading on client projects at any one time, coordinating the resources and stakeholders needed internally and externally to ensure the project is successful and delivered on time. • Proactively working on issues, prioritizing accordingly and coordinating resources across product, engineering and support teams where necessary. • Bring value to your clients, providing advice on engagement theories, access to thought leadership, inviting them to relevant RG events or facilitating help and support in challenges they may face. • Provide meaningful, relevant and insightful analysis on program performance and demonstrate how this is aligned to your clients goals, and understanding where the opportunities for improvement are. • Building a detailed view of the risks and opportunities within your portfolio and implementing solution focused plans to mitigate risks and maximize opportunities • Ensuring Salesforce is always accurate and up to date and all client admin tasks are completed on time and to a high standard • Advocating for your client internally and raising the profile of ‘win stories’ within the business to strengthen the partnership and support marketing initiatives