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JOB SNAPSHOT
Client Success Manager
Gurgaon, IN
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 (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
UNSOLICITEDCONTACT
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.
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Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
Salmaan Saeed
Massimiliano Abri
Burn Domingo
Theodore Coteok
Karuna Jose
Ana Cristessa Nabuab
Nichelle Daulby
Roberta Jones
Shadab Hemani
Donna O'Riordan
Mitch Dauz
Kerstin Plag
Anna Stonelake
Elise Hunt
Mathew Stewart
Ritu Batheja
Matice Morris
Catarina Carvalho
Soumya Kurup
Leonardo Araujo
Karan Patel
Poonam Yadav
Tom Leigh-Eldredge
Karan Rai
Felipe Pradel
Michael McConnell
Mel Scrutton
Irene Larbi
Kingsley Wang
Charlie (Charlotte) Garrod
Laura Punzón
Nick Alexander
Benjamin Tessier
Paul Dowding
Pei Wang
Emma White
Basil Al Hatoum
Jasmin Bedi
Anshul Garg
Emily Reading
Dominic Ferrari
Suzanne Vaughan
Nuno Arruda
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