Client Success Manager - Rewards Data Intelligence

Join Our Team as Client Success Manager - Transform Client Experience with WTW!

Are you passionate about building meaningful relationships and eager to drive success for both clients and your career? WTW is looking for a proactive and dedicated Client Success Manager to join our dynamic team in North America. This role offers you the chance to make a significant impact by managing and enhancing the experience of our Reward Data Intelligence clients, forging lasting relationships with both new and existing clients by truly understanding their business needs and challenges. You'll act as a trusted advisor, making a real difference in their strategic direction.
 

What You'll Do:

• Champion Client Engagement: Use your exceptional interpersonal skills to keep clients engaged, ensuring they receive maximum value from our solutions. Your efforts will directly influence client satisfaction and retention.
• Expand Business Opportunities: With your deep understanding of compensation challenges and industry dynamics, you'll have the opportunity to introduce clients to additional WTW products and services that can benefit their business, helping them achieve more.
• Collaborate and Innovate: Work closely with internal teams across WTW to brainstorm solutions, enhance service delivery, and continuously improve our product offerings based on client feedback.

The Role

• Drive Client Success: Manage your own portfolio of enterprise global data accounts and ensure high levels of client satisfaction and NPS scores.
• Securing Global Data Renewals: maximize renewals through implementing a frequent and thoughtful communication strategy, identifying and addressing renewal risks in early stages.
• Lead proactive sales initiatives: through targeted campaigns and personalized outreach to ensure consistent achievement of revenue targets.
• Deliver Exceptional Service: Exceed client expectations by providing responsive, considerate, and effective support, turning every client interaction into a delightful experience.
• Identify Expansion Opportunities: Proactively explore and identify opportunities for growth within your assigned accounts, both through upselling our solutions and cross-selling into adjacent practice areas
• Manage the global participation process: A critical component of the client experience and the development of our market leading compensation databases
• Provide guidance with job matching, data submission, data queries and interpretive/utilization assistance
• Industry Team Engagement: Collaborate and seek out synergies with affiliated practices to achieve common goals and objectives through industry collaboration
• Training and Enablement: Conduct targeted training sessions and demos in our client facing online tools for clients and consultants
• Conduct trainings of key platforms such as the Participation Portal, Compensation Software, and navigating our online marketplace.
• Provide support on downloading surveys and directing clients to the right resources for accessing compensation data, position descriptions, leveling information, and pay structures
• Assist with high-level job matching by researching potential positions based on client specifications and forwarding suggestions to the Product Leader for validation.
• Escalate technical issues to the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.
• Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
• Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.

Key Metrics

• Renewal and revenue retention rates
• Upsell of related products and service
• Client survey participation
• Client Satisfaction and NPS
   

Top Competencies Required

• Client Focus
• Driving Excellence
• Influencing Stakeholders
• Working in Teams
• Business Acumen
• Commercial Mindset
   

The Requirements

• 5+ years experience in a Client Success Role in a products, data or digital product environment
• A foundational understanding of Total Rewards and/or compensation management processes
• 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 management skills
• Demonstrated ability to perform in a team environment
• Commercial growth mindset

Location: Open to candidates residing anywhere within the United States (remote)

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.  

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $87k- $118k USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. 
   

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

EOE, including disability/vets