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Role Description

Join Our Team as Client Success Manager - Transform Client Experience with WTW! Are you passionate about building meaningful relationships and eager to drive success for both clients and your career? WTW is looking for a proactive and dedicated Client Success Manager to join our dynamic team in North America. This role offers you the chance to make a significant impact by managing and enhancing the experience of our Reward Data Intelligence clients, forging lasting relationships with both new and existing clients by truly understanding their business needs and challenges. You'll act as a trusted advisor, making a real difference in their strategic direction.

• Champion Client Engagement: Use your exceptional interpersonal skills to keep clients engaged, ensuring they receive maximum value from our solutions. Your efforts will directly influence client satisfaction and retention.
• Expand Business Opportunities: With your deep understanding of compensation challenges and industry dynamics, you'll have the opportunity to introduce clients to additional WTW products and services that can benefit their business, helping them achieve more.
• Collaborate and Innovate: Work closely with internal teams across WTW to brainstorm solutions, enhance service delivery, and continuously improve our product offerings based on client feedback.

The Role:

• Drive Client Success: Manage your own portfolio of enterprise global data accounts and ensure high levels of client satisfaction and NPS scores.
• Securing Global Data Renewals: Maximize renewals through implementing a frequent and thoughtful communication strategy, identifying and addressing renewal risks in early stages.
• Lead proactive sales initiatives: Through targeted campaigns and personalized outreach to ensure consistent achievement of revenue targets.
• Deliver Exceptional Service: Exceed client expectations by providing responsive, considerate, and effective support, turning every client interaction into a delightful experience.
• Identify Expansion Opportunities: Proactively explore and identify opportunities for growth within your assigned accounts, both through upselling our solutions and cross-selling into adjacent practice areas.
• Manage the global participation process: A critical component of the client experience and the development of our market leading compensation databases.
• Provide guidance: With job matching, data submission, data queries and interpretive/utilization assistance.
• Industry Team Engagement: Collaborate and seek out synergies with affiliated practices to achieve common goals and objectives through industry collaboration.
• Training and Enablement: Conduct targeted training sessions and demos in our client facing online tools for clients and consultants.
• Conduct trainings: Of key platforms such as the Participation Portal, Compensation Software, and navigating our online marketplace.
• Provide support: On downloading surveys and directing clients to the right resources for accessing compensation data, position descriptions, leveling information, and pay structures.
• Assist with high-level job matching: By researching potential positions based on client specifications and forwarding suggestions to the Product Leader for validation.
• Escalate technical issues: To the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.
• 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.

Key Metrics

• Renewal and revenue retention rates
• Upsell of related products and services
• Client survey participation
• Client Satisfaction and NPS