Willis Towers Watson

Client Success Manager - Rewards, Data & Software

Posted on Jun 11 Boston, MA 82 views

As a Client Engagement colleague, you will be responsible for Willis Towers Watson Compensation Software clients in North America. Alongside Rewards Consultants and Client Relationship Directors, you will develop relationships with new and existing clients to ensure the solution is utilized to its fullest capabilities, client satisfaction, 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 respond to client questions and requirements related to product features and use, additional features and options, 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 paperwork, through ensuring that the renewal is complete. This person will also identify upsell opportunities across the Line of Business and work with sales teams to close new business leads.

The Role

Relationship Building & Client Servicing

  • Monitor and facilitate clients’ adoption of the solution’s features and functionality

  • Establish a trusted advisor relationship that works to ensure clients’ overall satisfaction with our products

  • Track and manage renewal process for Compensation Software clients

  • Leverage client relationships as needed for prospect references

Client Training and Development

Organize and lead client user groups addressing timely topics aligned with product usage

Conduct detailed training sessions and demonstrations of the compensation software for clients and consultants

Identify Additional Sales Opportunities

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

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

Note that visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Requirements

  • 2-5 years’ experience in a corporate environment selling or delivering customer service

  • Total rewards and/or compensation software knowledge required

  • Proven track record of maintaining and growing business relationships

  • Excellent listener – able to probe, understand the issues, and respond with correct solutions

  • Must be client focused and have excellent client relationship management skills

  • Demonstrated ability to perform in a team environment

Key Metrics:

  • Client satisfaction

  • Renewal % achievement

  • Up-sell sales leads

Top Competencies Required:

  • Sales and process proficiency

  • Teaming & Collaboration

  • Written and verbal communication

EEOE, including disability/vets

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