Lead Associate - Client Success Domestic Representative

WTW • Miami, IL

2d

About The Position

As a Lead Associate, Client Success, you’ll be instrumental in supporting and expanding our client relationships across a diverse portfolio of our domestic/midmarket clients. This client-facing role combines elements of client success management, customer care and commercial responsibilities to deliver exceptional value across our market-leading survey and data solutions. You will guide clients through every stage of their journey from survey participation to platform adoption, ensuring a seamless experience across phone, email, and digital platforms. You’ll proactively support retention and engagement through outreach, order management, and technical troubleshooting, while also assisting with CRM accuracy and client engagement efforts. Your insights and relationship-building skills will directly impact client satisfaction, retention, and the growth of our business. The Role As a Lead Associate, you will be the primary point of contact for your clients, building strong relationships and understanding their data and engagement needs. You’ll guide them through the full lifecycle of our survey and data offerings, from participation through ordering, ensuring a seamless, value-driven experience. You'll identify opportunities to grow existing relationships, collaborating with internal teams to deliver tailored solutions. You’ll also monitor client success metrics, share insights with product and research teams, and stay up to date on best practices to provide timely, relevant guidance. Your work will be essential to strengthening client partnerships and driving WTW’s growth. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Requirements

• Bachelor's degree in Business Administration, Finance, Economics, or related field.
• 2–5 years of proven experience in client success, customer service, or a technical support environment, preferably within the financial services industry, with a strong track record of resolving client inquiries efficiently and ensuring compliance with industry regulations.
• Demonstrated experience in the field of Human Resources Consulting or HCM, preferably within the domain of Total Rewards
• Excellent verbal and written communication skills, with the ability to convey complex information clearly, professionally, and with confidence.
• Strong interpersonal skills and a client-first mindset, with a proven ability to resolve issues patiently and empathetically.
• Technically proficient, with experience troubleshooting digital platform issues and quickly learning new internal systems.
• Highly organized, capable of managing multiple communication channels (phone, email, ticketing systems) in a dynamic environment.
• Critical thinker and effective problem-solver, able to analyze issues and deliver efficient, client-focused solutions.
• Familiarity with CRM systems, support ticketing tools, and common office software (e.g., Microsoft Office Suite, Dynamics).
• Comfortable working both independently and collaboratively in a fast-paced, client-centric setting.
• Meticulous attention to detail when handling and sharing technical materials or documentation with clients.
• Excellent written and verbal communication
• Active listening
• Growth mindset
• Attention to detail

Nice To Haves

• Experience with upselling or identifying client needs to promote relevant services or products is a plus.

Responsibilities

• Survey Participation Management Drive and monitor continuous survey participation efforts, including regular outreach via email and phone.
• Execute survey participation solicitation campaigns during peak cycles.
• Provide support for general participation questions, including access to survey materials, participant lists, job matching, and portal login assistance.
• Deliver consistent and timely support with platform training and tutorials.
• Collaborate with internal teams to align on participation strategies and ensure high completion rates.
• Keep an impeccable record of client contacts, roles, progress, due dates and progress to completion in the survey management system.
• Revenue Growth and Strategic Account Management Perform proactive outreach to help achieve client retention and revenue goals.
• Identify opportunities to enrich client relationships and expand our footprint through upselling and cross-selling, focusing on renewals and additional product offerings.
• Assist in managing and nurturing long-term client relationships to foster repeat business and ensure high renewal rates.
• Collaborate with internal teams to align account strategies and support revenue growth within key client accounts.
• Assist with platform access and navigation, including troubleshooting login issues and resolving account lockouts.
• Conduct client training of key platforms such as the Participation Portal and Compensation Software.
• Provide support on downloading surveys and directing clients to the right resources for accessing data and position information.
• Assist with job matching by researching and suggesting potential positions based on client specifications and SME input.
• Drive measurable improvements in NPS scores and client feedback scores for assigned clients and indirectly for the North America client base.
• Client Success & Support Customer Relationship Management Maintain and update client and contact records to ensure data accuracy, completeness, and consistency within the CRM system.
• Monitor and manage data quality by identifying and resolving duplicates, incomplete records, and outdated information.
• Perform regular audits and data hygiene initiatives to ensure CRM integrity and usability.
• Survey participation retention and growth Orders and revenue secured Multi-year agreements Client satisfaction Data accuracy Client relationship management

Benefits

• WTW provides a competitive benefit package which includes the following (eligibility requirements apply): Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program) Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles) Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level