Client Success Manager - Reward Data Intelligence

$75,000 - $101,750/Yr

Willis Towers Watson - New York, NY

Full-time - Mid Level

New York, NY

Insurance Carriers and Related Activities

About the position

The Client Success Manager for Reward Data Intelligence at WTW is a pivotal role focused on driving client satisfaction and ensuring the successful management of a portfolio of accounts. This position requires a proactive approach to client engagement, where the manager will be responsible for securing Global Data Agreement renewals by implementing a thoughtful communication strategy. The role emphasizes the importance of identifying and addressing renewal risks early, ensuring that clients feel supported and valued throughout their journey with WTW. In addition to managing renewals, the Client Success Manager will deliver exceptional service by exceeding client expectations. This involves providing responsive and effective support, transforming every client interaction into a positive experience. The manager will also be tasked with identifying expansion opportunities within assigned accounts, which includes upselling solutions and cross-selling into adjacent practices. A critical aspect of this role is managing the global participation process, which is essential for enhancing the client experience and developing WTW's market-leading compensation databases. The Client Success Manager will provide guidance to clients on job matching, data submission, and data queries, ensuring they derive maximum value from WTW's Data Intelligence offerings. Conducting targeted training sessions and demos for clients and consultants will also be a key responsibility, helping to empower clients to utilize the tools effectively. Success in this role will be measured by key metrics such as renewal retention rates, upselling of related products and services, and client data participation.

Responsibilities

• Manage a portfolio of accounts to ensure high levels of client satisfaction.
• Secure Global Data Agreement renewals through effective communication strategies.
• Deliver exceptional service by exceeding client expectations and providing responsive support.
• Identify and explore expansion opportunities within assigned accounts through upselling and cross-selling.
• Manage the global participation process to enhance client experience and develop compensation databases.
• Provide guidance on job matching, data submission, and data queries to maximize client value from Data Intelligence offerings.
• Conduct targeted training sessions and demos for clients and consultants.

Requirements

• 2+ years experience in a Client Success Role in a products, data, or digital product environment.
• Conceptual understanding of Total Rewards and/or compensation management processes.
• Proven track record of maintaining and growing business relationships.
• Excellent listening skills to understand client issues and provide correct solutions.
• Client-focused with strong client relationship management skills.
• Demonstrated ability to perform in a team environment.
• Commercial growth mindset.

Benefits

• 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, Identity Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off, Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k)