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Client Success Manager

2 months ago

Chicago, Illinois, United States Rewards Network Full time
Job Description

Overview

Rewards Network is a leading provider of financial, marketing services, and premier dining rewards programs to restaurants. We are seeking a highly motivated and experienced Client Success Manager to join our team.

Key Responsibilities

  • Oversee the customer journey for an assigned portfolio of restaurant accounts, from onboarding to ongoing support, with the goal of maximizing customer satisfaction and loyalty.
  • Proactively identify and address customer issues, leading to minimized churn, such as missing tickets, accounts receivables, and managing exclusions.
  • Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
  • Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS).
  • Identify opportunities within the assigned portfolio to introduce and upsell products, such as cash conversions.
  • Work closely with the regional manager and sales teams to execute strategies that enhance customer satisfaction and business growth.
  • Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
  • Share customer feedback and insights with internal teams to shape future offerings.

Requirements

  • At least 3 years of related experience working with internal and external clients to support a sales organization, with customer/client service experience required.
  • Must have previous experience responding to a high volume of calls and emails related to client service.
  • Must have a passion for client service.
  • Experience using a CRM system such as Salesforce.
  • Proficiency with MS Excel, Word, PowerPoint, and Outlook.
  • Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
  • Strong written and verbal communication skills.
  • Strong analytical and problem-solving skills and abilities.
  • Attention to detail and excellent organization skills along with self-motivation.
  • Ability to work independently and respond with flexibility.
  • Willingness to learn new skills and software applications.
  • Must be willing to work 2 days a week in our office.

What We Offer

  • Comprehensive benefits package, including competitive paid time off and company holidays.
  • Generous dining reimbursement when dining with our restaurant clients.
  • 401(k) plan with a company match.
  • Two medical plan options, including a high deductible health plan with company match.
  • Partnership with Rx n Go, offering certain prescriptions for free.
  • Two dental plan options and a vision plan.
  • Flexible Spending Accounts and a pre-tax commuter benefit program.
  • Accident, Critical Illness, and Hospital Indemnity Insurance Plans.
  • Short Term and Long Term disability.
  • Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance.
  • Employee Life Assistance Program.
  • Hybrid working space in our state-of-the-art office downtown, located near public transportation.
  • Catered lunches provided on Tuesdays in our office.

Equal Opportunity Employer

Rewards Network is an Equal Opportunity Employer, committed to creating a diverse and inclusive workplace.