Director, Client Success
vor 3 Wochen
Department: Client Success
Employment Type: Full Time
Location: Melbourne or Sydney
DescriptionAs of May 16th 2023, Reward Gateway was acquired by Edenred. Edenred is a leading digital platform for services and payments for people at work, connecting 52 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients. They are a CAC40 company listed on the Paris Stock Exchange. Reward Gateway, together with Edenred, positions us as a global market leader in the benefit and engagement industry. The introduction of our two logos side by side is a visual representation of our combined value proposition.
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 very hardworking 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
Our Client Success Director role is pivotal in setting our vision and strategic direction for driving service excellence, high levels of adoption and ultimately delivering client advocacy and strong net revenue retention growth.
You will lead a diverse team of Customer Success Managers, setting the overall strategy and planning for the customer base, focusing on driving maximum value, adoption and impact, and supporting client advocacy and growth.
Flexible, Hybrid Working
Our office is for you to use as much as you like; as a minimum this position will work from our Sydney office or Melbourne officeat least twice a week.
Responsibilities & Core Duties:
- Leading and optimising the client success department with a focus on driving value, product adoption, and advocacy from our customer base
- Developing detailed customer journey maps, developing and implementing strategies to consistently deliver service excellence
- Implementing customer marketing and engagement initiatives, 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
- Leading from the front as a highly networked and visible leader, building strong connections with our key enterprise clients' key HR and executive leadership teams, alongside the Account Management team (Client Success Managers and Account Managers)
- Building frameworks for gaining deep insights into our clients' strategic objectives across the Client Success teams, including portfolio and client value analysis
- Developing and implementing a learning and assessment framework to measure best practice recommendations on Employee Experience solutions, ensuring your team delivers relevant consultative guidance to clients
- Partnering with Marketing and Heads of Department to develop and deliver impactful strategies to drive and report on program impact across our clients portfolios
- Inspiring team members to deliver high levels of care, and developing high levels of client satisfaction, as reflected in NPS levels
- Being highly commercial in outlook, understanding cost of sales, cost of delivery, margin contribution, renewal and risk management through P&L responsibility
- Partnering closely with Account Management/Sales Leadership on sales and renewals pricing strategies, upsell/cross-sell plays, and business value analysis/realisation
- Contributing 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
- Partnering closely with Global Product and Supports teams to provide insights into the APAC market and ensure timely and relevant solutions to drive APAC growth
- Acting as a pivotal member of the APAC leadership team participating in regional strategy development, cross-functional collaboration, driving risk from our customer base, and uncovering expansion opportunities
- Being 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)
Experience and Key Skills:
- Experience of senior-level SaaS Customer Success leadership with a proven track record of guiding a team of client success experts dedicated to driving user engagement and adoption through tailored and highly personalised value proposition strategies
- 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 partnerships with the commercial leadership and extended leadership teams, proactively contributing to your region’s overall strategy and success
- Experience with leading Client Success teams directly plus management of Managers/Heads of Department
- Proven experience of driving value and return on investment in your team’s customer delivery, including growth in Net Revenue Retention
- 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
- 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
- Drafting and approval of compensation plans, aligned to client success goals
- 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 our Senior Talent Acquisition Partner, APAC
- 1st stage interview with our Group Retail Director and our Head of SMB, Mid Market Client Success
- Take-home presentation task
- Presentation and final stage interview with our APAC Managing Director, APAC Sales Director and APAC Marketing Director
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