Project and Client Success Manager

About Us

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience. Our WTW Regional Delivery Center, based in the heart of Lisbon, brings together a strong global team of more than 400 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions.

The Opportunity

As a Project and Client Success Manager, you will lead the implementation of Embark, our Employee Experience SaaS platform, managing projects end-to-end to ensure timely delivery, quality, and client satisfaction. You will work closely with clients and internal teams, acting as the main point of contact throughout implementation and beyond.

After go-live, you will manage a portfolio of clients, supporting them throughout their contract, driving adoption, conducting strategic reviews, and identifying opportunities to add value. This role offers the opportunity to build long-term client relationships, manage global projects, and contribute to innovative solutions that enhance employee experience.

What will you do?

• Maintaining client contact throughout the project lifecycle including regular client updates.
• Overall responsibility for managing the client’s relationship with the Embark employee experience platform
• Provide effective communication with clients (verbal, written and face-to-face) to ensure high levels of client satisfaction. 
• Developing / maintaining project plan, scheduling meetings / calls, providing agendas, taking meeting notes and making them available
• Organizing and motivating the project team, ensuring effective inter-team communications
• Analyzing and managing project risks & issues
• Monitoring and reporting progress (scope, schedule, budget, etc.). 
• Coordination and follow-up with client or other 3rd-party resources as needed to keep them on track
• Ensuring completion, approval and filing of key documentation (requirements, specification, etc.)
• Ensuring team members are aware of their budgeted hours
• Assisting to eliminate roadblocks and developing Change Orders during projects
• Participate in testing – high-level review of site based on requirements and provide a second set of eyes.
• Leading Internal and client debrief meetings
• Ensuring proper handover to support at completion of project.
• Participate and contribute to Transition to Support tasks
• Establishing a partnership that works to ensure client’s overall satisfaction with the Embark employee experience platform
• Acting as a liaison between product management and the client with a focus on communicating the roadmap and how the roadmap will influence client activities
• Developing success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
• Working closely with Communication & Engagement Solutions Advisory consultants to identify new opportunities
• Monitoring and facilitating the client’s adoption of the Embark employee experience platform with the purpose of making business recommendations to client key stakeholders for enhancing their employee experience
• Leveraging client relationships as needed for prospect references
• Managing client contract renewals
• Prioritizing and driving resolution on escalated client issues

What You’ll Bring

• Experience in project management, ideally within HR portal software, consulting, or employee communications environments.
• Proficient in the use of project management tools and methodologies.
• Strong ability to communicate and collaborate effectively with clients and internal stakeholders at all levels.
• Proven capability to manage multiple priorities and deliver high-quality outputs on time and within budget.
• Demonstrated account management experience, including gathering, documenting, and understanding business and technical requirements.
• Ability to engage confidently with mid-level and senior HR stakeholders, applying strong analytical and problem-solving skills.
• Experience in managing project scope, financials, and budget tracking.
• Excellent verbal and written communication skills, including facilitating meetings and webinars.
• Detail-oriented with strong organisational and analytical abilities.
• Experience working in virtual and cross-functional teams.
• Process-driven mindset with flexibility to adapt approaches when required.
• Willingness to travel when required (subject to company policies) and flexibility to work across time zones for global projects.
• Strong commitment to quality, client satisfaction, and continuous improvement.
• Bachelor’s degree or equivalent relevant professional experience (preferred).

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.
• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.
• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey. Apply now and turn your potential into success with WTW!

WTW is an equal opportunity employer.