Senior Client Experience Manager

1 month ago

Austin, United States Virtual Incentives Full time

HYBRID/REMOTE ROLE, with ability and willingness to meet in the Austin TX office at least 2 times per week and willingness to travel quarterly to New York City and occasionally for client-facing and conference travel.


Are you an ambitious and service-driven individual with a passion for making client programs successful? Are you motivated by the challenge of matching client needs with a suite of payment solutions? Do you have the capacity for enterprise implementation project management experience and client management?


If this describes you, we invite you to apply Come and be a part of the team that changes the way the world is rewarded at Virtual Incentives (VI). From Fortune 100 companies to technology platforms, we work with some of the biggest brands in the world and support them globally. We are a successful software company with a start-up mentality.


VI was born from the idea that there is a better way for companies to deliver incentives. The belief that people matter is at the core of our culture.


VI is a fast-paced, high-growth company with competitive benefits and compensation, and a human-first atmosphere.


Job description

Our Client Success Managers work directly with clients to enhance their overall user experience post-launch with Virtual incentives.


In this role, you will be responsible for responding to and managing the day-to-day needs of our core client accounts. Your role will include engaging with our core client accounts, collaborating with other departments to resolve client issues, and enabling our clients' utilization of their VI program.


Our next Senior Client Experience Manager will need the curiosity and drive to become an expert in our product suite. Our Client Success Managers need to be able to offer consultation and guidance to clients on the VI Product/Platform during onboarding and after launch. This knowledge will also be necessary to successfully consult with our clients on their needs, and identify growth opportunities.


The ideal candidate should have experience in the Fintech, payments, loyalty or rewards space, particularly in a client-facing role, and possess strong relationship-building and communication skills.


Key Responsibilities:

  • Educate clients on how to leverage the full range of products, particularly as new features are launched
  • Identify and confirm client's needs and motivations for using Virtual Incentives products
  • Advocate for your clients and represent their voice inside Virtual incentives
  • Work with Account Management and support onboarding of new clients and set them up for success
  • Collaborate cross-functionally to resolve customer issues within given SLAs
  • Act as a liaison between Product, Service Delivery, Finance, and the client
  • Identify opportunities for process improvements in client support that lead to a higher standard of service


Key Candidate Qualities

  • Action-oriented and analytical, with strong communication, organizational, and project management skills
  • Curious to learn our clients’ business models and a keen interest in providing them with exceptional, responsive service
  • Dependable, highly adaptable, fast learner with a competitive spirit and drive for results
  • Ability to work independently and collaboratively to produce deliverables
  • Eager to contribute to a fast-growing team and open to continuous learning and process improvement


What You Bring

  • Have at least 3 years of experience in a client success or account management position within a growing SaaS or fintech company
  • Experience working in the Fintech, payments, rewards, loyalty, employee engagement, or market research industry
  • Comfort working with data and leveraging data to drive insights
  • Strong verbal and written communication skills in English
  • Have a high sense of urgency and adaptability.
  • Experience with Salesforce, Zendesk, Wrike, Hubspot, Jira is a plus
  • Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed startup is a BIG PLUS



Virtual Incentives provides exceptional benefits including medical, prescription, dental and vision coverage, life Insurance, retirement plans with company contribution, and flexible remote/hybrid working environment.


Virtual Incentives is proud to be an equal opportunity employer. We value diversity and anyone applying is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.


Qualified candidates must be legally authorized to be employed in the United States. We are unable to provide sponsorship for employment visa status (e.g., H-1B, OPT or TN status) for this employment position. We are also unable to offer relocation for this position.


HYBRID/REMOTE ROLE, with ability and willingness to meet in the Austin TX office at least 2 times per week and willingness to travel quarterly to New York City and occasionally for client-facing and conference travel.

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