Job Description
What is a Client Success Manager, Employee Experience
As a
Client Success colleague in the employee experience business, you will be responsible for Willis Towers Watson Engage software clients in India and surrounding markets. Alongside Employee Experience Consultants and Relationship Managers, you will develop relationships with new and existing clients to ensure demonstrated business value is achieved, and to drive revenue by expanding and renewing existing relationships.
This position requires in-depth knowledge of the clients, effective knowledge of the products purchased and considerable domain expertise. As such, you will proactively manage the client relationship through implementation of the Client Success playbook, respond to client questions and requirements related to product (Engage) features and use and contract parameters including implementation options, pricing, and renewals.
This role will coordinate the phases of the renewals for the software - from initiating the preparation and delivery of renewal agreements, through ensuring that the renewal is complete. As a Client Success colleague, you will also identify upsell opportunities across the Line of Business and work with sales teams to close new business leads.
The Engage technology platform
Used by more than 500 of the world's leading organizations each year, Engage, WTW's game-changing employee engagement platform, brings together a brain trust of the world's foremost organizational psychologists with cutting-edge technology and the world's largest normative benchmark database to drive action, change and impact for organizations.
Responsibilities
Relationship Building & Client Servicing
- Establish a trusted advisor relationship that works to ensure clients overall satisfaction with our products.
- Onboard, monitor and facilitate clients adoption of the solution's features and functionality.
- Track and manage renewal process for Engage Software clients.
- Leverage client relationships as needed for prospect references.
- As part of the onboarding, will work closely with Delivery Analyst to learn technical features, HRIS requirements and processing, and quality checks.
- As part of the onboarding & development process, will also work as an Employee Experience consultant and/or project manager on employee survey projects.
Client Training and Development
- Organize and lead client user groups addressing timely topics aligned with product usage.
- Conduct detailed training sessions and demonstrations of the software for clients and consultants.
Identify Additional Sales Opportunities
- Identify opportunities to increase sales emphasizing retention, renewals, and expansion with integrated or ancillary lines of business.
- Support Business Development and Market Sellers to identify new opportunities to expand the product portfolio.
Qualifications
Qualifications (External)
- 2-5 year's experience in a corporate environment selling or delivering customer service.
- Experience as a social science practitioner, in areas such as HR software, employee engagement and survey research.
- Proven track record of maintaining and growing business relationships
- Excellent listener able to probe, understand the issues, and respond with correct solutions.
- Must be client focused and have excellent client relationship and project management skills.
- Flexibility to pivot regularly between clients and tasks.
- Maintain administrative details across multiple databases.
- Manage client invoices and contract renewals.
- Report and troubleshoot software issues with clients, the TaskForce and the product team
- Demonstrated ability to perform in a team environment as well as independently managing own tasks
- Demonstrated ability to be effective working in an office and home environment (hybrid setup)
- Technically savvy
Key Metrics
- Client satisfaction
- Renewal % achievement
- Upsell sales leads
Top Competencies Required
- Sales and process proficiency
- Teaming & collaboration
- Written and verbal communication
