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    Director, Client Success - London, United Kingdom - Rewardgateway

    Rewardgateway
    Rewardgateway London, United Kingdom

    5 hours ago

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    Description

    Client Success, London, Full Time, £110,000 - £125,000 / year

    Job Description

    Together Edenred and Reward Gateway bring a unique and differentiated value proposition at scale to the market, by providing leading end-to-end employee services, from digital employee benefits, employee savings, recognition and rewards programmes, to well-being and corporate social animation solutions.

    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. We have a highly talented team who live up to our shared values, bringing to life "Entrepreneurial Spirit". We love to "Push the Boundaries", but importantly show "Respect" in how we go about our work. Our "Speak Up" and "Be Human" culture is at the heart of what it is to work with us, and we encourage everyone to bring innovation and 'Imagination' to the work they do. You'll very quickly feel like one of the team. Your Role in our Mission
    Reward Gateway is on a mission to make the world a better place to work. To achieve this mission we need this role as it is pivotal to the success of Reward Gateways largest region in EMEA.
    You will lead a diverse team of Customer Success Managers, Team Managers and Heads of department covering all customer accounts, primarily those customers that have procured the services of a CSM, but also be accountable to provide awareness of and targeted interventions to the digitally-served customer base. You will set the overall strategy and plan for the customer base, focusing on driving maximum adoption, articulating maximum value and driving our customers to true advocacy and growth. What's In It For Me?
    A chance to be part of an extremely well established, stable and high growth 'Unicorn' SaaS company with a Glassdoor employer rating of 4.9 out of 5. Over 50 benefits in our employee benefits package including:
    • A flexible holiday plan of up to 40 days per year
    • £400 a year Wellbeing Allowance
    • Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
    • Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
    Flexible, Hybrid Working:
    Collaboration, connection as a team, and strong internal stakeholder relationships are part of the "RG Magic" that makes our culture thrive.
    As a minimum our Client Success team works from our Tottenham Court Road office at least 2 days per week.

    Key Responsibilities

    • Leading and optimising the client success department focused on driving product adoption, value and advocacy from our customer base, resulting in success for our customers and success for Reward Gateway
    • Having a focus on driving consumption, adoption and value analysis of Reward Gateway's products through clear expectation setting with your team and driving proactive and reactive tracking of data points
    • Be highly commercial in outlook, understanding cost of sales, cost of delivery, margin contribution, renewal and risk management through P&L responsibility
    • Working closely with Account Management Leadership on sales and renewals pricing strategies, upsell / cross sell plays and business value analysis / realisation
    • Contribute to Reward Gateway's "Delight our Customer" value by creating and developing new and innovative frameworks, processes and content for CSMs to deliver in the field reinforcing the value and importance of our values
    • Act as a pivotal member of the EMEA Commercial leadership team participating in regional strategy development, cross functional collaboration, driving risk from our customer base and uncovering expansion opportunities
    • Be a figurehead for Reward Gateway externally and be comfortable presenting at our events or 3rd party forums (e.g User Groups, Client Advisory Boards or Employee Engagement conferences)

    Skills

    • Demonstrated experience in Employee Benefits leadership. Consulting or Commercial background
    • Proven track record of setting and delivering exceptionally high standards for delivery in the Customer Success team, with a relentless focus on raising the quality of Success Plans, all customer deliverables, insightful customer interactions and return on investment
    • Demonstrable success in partnering with sales through building and maintaining strong business business partnership with the Commercial leadership and extended leadership teams, proactively contributing to your region's overall strategy and success
    • Proven experience of driving value and return on investment in your team's customer delivery, ensuring all CSM led accounts conduct an appropriate level of value realisation analysis
    • Proven success in driving programs of change. Analyse the changes needed in the team and create, lead and successfully conclude the programme of change (eg raising delivery and team standards, developing new models, creating and implementing innovative approaches)
    • Proven experience in effectively managing a distributed team across multiple regions and countries
    • Proven experience in nurturing, caring and growing all customers in region, including self service provisions
    • Proven experience in building world class, end to end customer journeys (from initial deployment to continuous renewals) through working with Professional Services, Technical Account Management, Support and Renewals leaders
    • Relentless focus on excellence, growth, innovation and high delivery and operational excellence
    • Well established track record of producing high quality customer and leadership results while establishing/maintaining customer relationships at all levels.

    The Interview Process

    • Telephone interview with a member of our Talent Acquisition team.
    • 1st stage interview with our Head of Account Management and Commercial Director, Private Sector
    • Take home Assessment Task.
    • Final stage interview with our CEO and COO
    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

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