Client Success Manager (Hybrid)
About The Position
Rewards Network has been assisting restaurants in increasing revenue, traffic, and customer engagement for 41 years through innovative financial and marketing services, along with premier dining rewards programs. We utilize unique card-linked offers to introduce diners to exceptional restaurant experiences, employing advanced technology and data analytics to provide value to restaurants, diners, and our strategic partners' loyalty programs. At Rewards Network, you will join a driven and diverse team that excels in collaboration, problem-solving, and taking ownership of both personal development and the company's success. We are proud to partner with the world's most influential loyalty programs to drive full-price paying customers to local restaurants via marketing services and flexible funding solutions. Our dynamic and rewarding environment is designed to help you reach your full potential. The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to inquiries, and resolving issues. This role also involves managing a portfolio of business, deepening client relationships, and ensuring client retention on our platform. The Client Success Manager plays a crucial role in retaining and maximizing the value of restaurants within the network. They will be assigned a portfolio of regional accounts, with a primary focus on retaining these accounts (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions). This is a hybrid position requiring in-office presence three days a week in Chicago (Tuesday-Thursday).
Requirements
- At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is 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.
Responsibilities
- Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
- Proactively identify and address customer issues, leading to minimized churn. (Examples: missing tickets, accounts receivables, 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 (i.e. Cash)
- Work closely with the regional manager and sales teams to execute strategies that enhance the 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 the internal teams to shape future offerings.
Benefits
- Comprehensive benefits package
- Competitive Paid Time Off and company holidays
- Generous dining reimbursement when you dine with our restaurant clients
- 401(k) plan with a company match
- Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
