Client Success Manager

About Us:

Insight222 is a specialist global professional services firm. Over the last eight years we have rapidly become one of the leading voices and authorities on the topic of people analytics. Our team members are widely recognized as some of the world's most influential people in Human Resources, HR Technology, Employee Listening, and People Analytics.

We provide solutions to help HR leaders and their teams deliver business value - by helping them create a data-driven HR culture. We interact directly with Chief Human Resources Officers and their key staff in Analytics, Strategy, Employee Listening, Workforce Planning, L&D and Digital HR.

Our clients are Fortune 500 and FTSE 100 companies based in North America and Europe. They represent some of the world's leading brands. Collectively, our clients' work impacts millions of employees across the world and delivers several hundred million dollars in value back to their organizations, through effective people analytics.

Working at Insight222 will allow you to help us continue to influence the future of HR through driving the adoption of a data-driven approach to HR.

About the Role:

As a Client Success Manager, you will be responsible for ensuring positive, effective, and long-term client relationships for clients leveraging Insight222's People Analytics Program.

You will be instrumental in helping manage the end-to-end client experience and will serve as a client advocate to ensure that clients get utmost value from participating as a member of the Insight222 People Analytics Program.

The Client Success Manager will manage a portfolio of 30-50 clients. The successful candidate will have People Analytics background and knowledge - leveraging this to have thoughtful and helpful conversations with clients about challenges they are facing or projects they are working on.

In addition, stakeholder management, strategic business skills, client service skills, and a strong aptitude for learning are necessary. Digital community management experience would be a plus.

You will help with client technology onboarding and adoption, focusing on driving continuous engagement and creating a thriving community. You will collaborate with our People Analytics Program Portal team to help ensuring that the user experience remains seamless.

For this role we will only be considering candidates located in the Midwest or East Coast.

Key responsibilities would include:

Client Relationship Management:
Serve as a point of contact to help clients navigate resources, answer questions, and connect them with the right Subject Matter Experts (SMEs) and/or other teams for specific support needs.

• Develop and maintain positive relationships with a large number of clients across in person and digital touchpoints.
• Manage commercial aspects of each client relationship, ensuring the client receives value, and identify and drive renewal and upsell opportunities.
• Consult with clients on current projects and challenges they are facing leveraging People Analytics knowledge and background to facilitate meaningful conversations.
• Help new clients through the initial setup and integration process to ensure successful onboarding.
• Provide basic training and guidance on all Insight222 product and services, particularly the People Analytics Program elements, and how to access and use all aspects of the offering.
• Respond to client enquiries and resolving basic issues with a focus on efficiently managing a high volume of client inquiries and requests using multiple touchpoints. Be prepared to also use in-person/email/virtual where needed.
• Implement strategies for personalised communication within a high-volume environment using templates, portal or HubSpot effectively.

Proactive Client Outreach:
 Cultivate an active, welcoming, and value-driven client community within the portal by encouraging discussions, responding to client queries, and sparking conversations around relevant topics.

• Develop and implement strategies for proactive client engagement.
• Maintain regular communication to ensure client satisfaction.
• Gather and document client feedback.
• Leverage portal analytics to identify clients needing proactive support.
• Identify and distribute targeted content to address common client needs in conjunction with the product and/or marketing team.
• Work alongside product/marketing teams to organise and promote virtual events and workshops for the community, including product training sessions, webinars, podcast launches and potential roundtable discussions. Come up with ideas for other activities/events to drive engagement amongst clients.

Organisation and reporting:
 Track client portfolio metrics and engagement to measure success and identify areas for improvement. Provide regular reports to key stakeholders on client health and engagement trends.

• Assist in tracking client usage and engagement metrics.
• Contribute to reports on client satisfaction and progress.
• Implement effective time management strategies to handle a high volume of client interactions.
• Use portal features and tools to organise and prioritise tasks.

Feedback loops/ escalation management:
 Gather and analyse client feedback to understand their needs, challenges, and suggestions.

• Share insights with the product and marketing teams to inform product development, client support, and marketing strategies.
• Assist clients with troubleshooting common problems.
• Create clear pathways for escalating complex client issues, while efficiently handling the majority of issues themselves.
• Track flagged or escalated issues and ensure clients receive updates/resolution.
• Track and document support interactions.

Internal Collaboration:
 Work closely with sales, other client success managers, SMEs, marketing and product teams to ensure a seamless client experience

Skills needed:

People Analytics Skills:

• Experience working on a People Analytics team.
• Strong consultative and stakeholder management skills.

Strategic Business Skills:

• Ability to identify client challenges and opportunities, and develop long-term, goal-oriented solutions collaboratively with the client.
• Ability to identify opportunities for the client to gain more value from existing products and services.

High-volume communication management:

• Proven ability to manage a large volume of communications efficiently.
• Experience with prioritising and organising tasks in a fast-paced environment.

Time management and organisation:

• Exceptional time management and organisational skills.
• Ability to prioritise tasks and meet deadlines in a high-volume environment.

Career & Development:

Our business is growing, providing opportunities for individual growth and development for team members. We believe that it is critical for growth to happen in both expertise and personal development. We invest in our people to build expertise in line with what our clients are requesting.

• You will work across all levels of the organisation including the CEO and Leadership Team, bringing opportunities to learn and develop from a wealth of experience.
• You'll have the opportunity to work in a fun and fast paced environment that offers autonomy, encourages innovation, and gives you the freedom to test and explore new ideas.
• We offer personal development and competitive salaries. We actively support development and don't limit ourselves to formal performance management or reward mechanisms, instead responding to the needs of individuals. Promotions and compensation are reviewed regularly.
• We offer continuous feedback in-the-moment in respectful ways – up, down and across the organisation.
• We offer a generous vacation policy and several company holidays throughout the year.
• We have a fully remote team in the US. We embrace a hybrid working environment at our headquarters in the UK, where employees work from home or in our central London office.
• In the US, as part of our total compensation package, we offer participation in our 401k program and provide a Health Reimbursement
  Arrangement (HRA)
  for employee-obtained medical and dental insurance.