North America Engage Client Success Manager (CSM)

Employee Experience (EX) is the sum of all the touchpoints and moments that matter between employees and their employers. It sits at the heart of delivering superior customer experience and is key to our clients’ success. WTW is the leader in Employee Experience (EX)

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We have the unique ability to use insights to drive impact. That means we ground everything we do in a deep understanding of what people care about – what makes them tick, what’s inhibiting change, what really matters. And we use that to fuel their EX, shaping high-value, high-impact people solutions – and delivering them in a way that sparks behavior change and drives business results.

Our people come from diverse backgrounds and bring a range of skills and capabilities – we’re insights masters, change catalysts, storytellers, culture shapers, org strategists, digital champions and more. Our EX advisors know the power of bringing these capabilities and our offerings together to help deliver high-impact solutions for our clients’ most complex challenges.

Together, we’re all about powering ambitions—of our colleagues, our clients and their people.

The Role:

As a

Client Success Manager

in the EX business, you will be responsible for WTW’s Engage software clients in North America. Alongside EX Consultants and Relationship Managers, you will develop relationships with new and existing clients to ensure the software is utilized to its fullest capabilities, build and sustain client satisfaction with Engage, and secure software license renewals.

This position requires in-depth knowledge of the clients, effective knowledge of the products purchased, and considerable domain expertise. As such, you will proactively manage the client relationship, respond to client questions and requirements related to Engage’s features and use, and contract parameters including implementation options, pricing, and renewals.

This role will coordinate the phases of the renewals for the software - from initiating the preparation and delivery of renewal agreements, through ensuring that the renewal is complete. As a Client Success Manager, you will also identify upsell opportunities and work with sales teams to close new business leads.

The Engage technology platform

Used by more than 500 of the world's leading organizations each year, Engage, WTW’s game-changing employee engagement software, brings together a brain trust of the world's foremost organizational psychologists with cutting-edge technology and the world's largest normative benchmark database to drive action, change and impact for organizations.

Responsibilities:

Relationship Building & Client Servicing

• Facilitate and monitor clients’ adoption of Engage software’s features and functionality


• Establish a trusted advisor relationship with the goal to ensure clients’ overall satisfaction with Engage


• Track and manage renewal process for Engage software clients


• Partner with clients to build and manage a Success Plan that outlines what success looks like for clients and how WTW can help them achieve that success


• Lead quarterly business reviews (QBRs), collaborating with WTW consultants to create agendas


• Be the voice of the client and their internal advocate to improve their overall experience by:


• Leverage client relationships as needed for prospect references


• Collecting and understanding client feedback


• Walking them through the current and future software vision and roadmap


• Providing relevant feedback to the Engage product team

Client Training and Development

• Organize and lead a successful client onboarding experience leveraging the Engage CSM playbook


• Conduct annual software refresh training sessions, as needed


• Conduct client upskilling training sessions on new software features, as needed

Identify Additional Sales Opportunities

• Identify opportunities to increase sales, including emphasizing retention, renewals, and expansion with integrated lines of business


• Support Business Development and Market Sellers to identify new opportunities to expand the software product portfolio

As a

Client Success Manager

in the EX business, you will be responsible for WTW’s Engage software clients in North America. Alongside EX Consultants and Relationship Managers, you will develop relationships with new and existing clients to ensure the software is utilized to its fullest capabilities, build and sustain client satisfaction with Engage, and secure software license renewals.

This position requires in-depth knowledge of the clients, effective knowledge of the products purchased, and considerable domain expertise. As such, you will proactively manage the client relationship, respond to client questions and requirements related to Engage’s features and use, and contract parameters including implementation options, pricing, and renewals.

This role will coordinate the phases of the renewals for the software - from initiating the preparation and delivery of renewal agreements, through ensuring that the renewal is complete. As a Client Success Manager, you will also identify upsell opportunities and work with sales teams to close new business leads.

The Engage technology platform

Used by more than 500 of the world's leading organizations each year, Engage, WTW’s game-changing employee engagement software, brings together a brain trust of the world's foremost organizational psychologists with cutting-edge technology and the world's largest normative benchmark database to drive action, change and impact for organizations.

Responsibilities:

Relationship Building & Client Servicing

• Facilitate and monitor clients’ adoption of Engage software’s features and functionality


• Establish a trusted advisor relationship with the goal to ensure clients’ overall satisfaction with Engage


• Track and manage renewal process for Engage software clients


• Partner with clients to build and manage a Success Plan that outlines what success looks like for clients and how WTW can help them achieve that success


• Lead quarterly business reviews (QBRs), collaborating with WTW consultants to create agendas


• Be the voice of the client and their internal advocate to improve their overall experience by:


• Leverage client relationships as needed for prospect references


• Collecting and understanding client feedback


• Walking them through the current and future software vision and roadmap


• Providing relevant feedback to the Engage product team

Client Training and Development

• Organize and lead a successful client onboarding experience leveraging the Engage CSM playbook


• Conduct annual software refresh training sessions, as needed


• Conduct client upskilling training sessions on new software features, as needed

Identify Additional Sales Opportunities

• Identify opportunities to increase sales, including emphasizing retention, renewals, and expansion with integrated lines of business


• Support Business Development and Market Sellers to identify new opportunities to expand the software product portfolio

The Requirements:

• 2-5 years’ experience in a corporate environment selling or delivering customer service
• Experience as a social science practitioner, in areas such as HR software, employee engagement and survey research
• Proven track record of maintaining and growing business relationships
• Client-focused, with ability to develop strong client relationships
• Solid project management skills
• Flexibility to pivot regularly between clients and tasks

Key Metrics

• Client satisfaction
• Renewal % achievement
• Upsell sales leads

Top Competencies Required

• Ability to work in a team environment
• Must have a passion to build strong client relationships
• Empathetic with ability to take clients’ perspectives
• Written and verbal communication skills
• Excellent listener; able to probe, understand issues, and respond with correct solutions
• Strong attention to detail and technically savvy
• Quality focus, problem solving, documentation skills, multi-tasking

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified. This position will also be open to L53 (internal level consideration).

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role.

Compensation

The base salary compensation range being offered for this role is $80,000-120,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Company 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 paid 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

• Retirement Benefits:

  Contributory Pension Plan and Savings Plan (401k)

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets