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Senior Client Success Manager

Wagestream

Wagestream

Customer Service
London, UK
Posted on Wednesday, June 5, 2024
Client Success · London Office

Senior Client Success Manager

The Company:

Wagestream is on a mission to bring better financial wellbeing to frontline workers.

We partner with some of the world’s most famous employers - like Asda, Bupa, Burger King and the NHS - to make it happen, giving their teams access to a range of different financial benefits. Over three million people can now choose how often they’re paid, start saving, use budgeting tools, get free financial coaching, and access fairer financial products. All in one financial wellbeing super-app.

Wagestream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower-income earners pay for financial services each year.

You’d be joining a team of over 150 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.

The Opportunity:


When an employer signs up for Wagestream, they are buying a service that has the potential to transform their business by improving the financial wellbeing of their workforce. This can only happen if enough people know about Wagestream and are reaping the benefits!

As a Client Success Manager, you’ll be at the heart of our mission, responsible for ensuring every client stakeholder, frontline manager and employee hears about Wagestream and will continually reinforce the impact Wagestream is making on our client’s people at an organisational level.

You’ll work closely with some of our mid-market clients to understand their wider business objectives, company set-up and communications channels, to execute the best awareness plans and ensure their platform is continually optimised for success.

Managing a portfolio of clients, you will also need to be able to interpret data and build out robust case studies to support any proposals or initiatives to support adoption, optimisation, growth and advocacy.

As the voice of our customer, you will know your clients inside out and will regularly share insights back to the business that enables us to understand how we can create more value for them and replicate success across our entire customer base.

The Team:

You’ll be part of a high-performing Client Success Team responsible for app adoption rates, client retention and identifying opportunities for product expansion, as well as creating advocates of our products and services.

What will you be doing?

  • Meeting with senior stakeholders at our mid-market clients, establishing incredible rapport and trust
  • Building out detailed and impactful communications and account plans for each of your clients and outlining the steps needed to realise them. Your success will measured by the adoption, retention and growth of the portfolio of the clients you manage
  • Using regular touch-points to learn about your client’s business priorities and guide them on how they can best leverage Wagestream to get there, including adopting newer products in the Wagestream toolkit
  • Looking out for any potential risks and escalating them if needed
  • Working cross-functionally with our support, delivery, product, marketing and sales teams to better improve processes to drive successful customer outcomes
  • You’ll be the voice of our customers and will be expected to regularly share insights back with the wider business so we can improve our products and service offerings
  • You’ll be a Wagestream Advocate - you'll live and breathe our brand, culture and values!

What experience might you have?


Must-haves:

  • Our team has a range of work experiences across PR, Marketing, Sales, Client Success and Account Management; we’re looking for someone creative, able to establish great relationships, influence senior stakeholders (both internally and externally) and be quick to put ideas and actions into practice
  • The role will be varied and challenging, and will require a can-do, hands-on attitude and approach - one day you might be delivering an overview of the platform to members who haven't signed up to Wagestream, the next day you might be showcasing engagement results with a CEO and the day after you may be putting forward your client for an industry award!
  • You can prioritise well, applying a commercial lens in your decision-making and where to focus your time
  • You can communicate and interpret data well including summarising key findings and actions in both written and presentation format
  • Our stakeholders tend to be in HR, Reward and Benefit and Payroll - being able to demonstrate that you can engage in meaningful conversations with senior executives from these fields will also make you stand out from the crowd


Within 1 month you’ll have:

  • Gotten to know your team members, the Wagestream platform, and all the associated tech and data behind the scenes!
  • Met with clients, shadowed meetings and got to grips with what makes a successful customer, plus the Wagestream lingo

Within 3 months you’ll have:

  • Started to take ownership of your client portfolio. You’ll now be comfortable leading client calls and pitching and executing awareness and account plans

Within 6 months you’ll have:

  • Contributed to positive outcomes at your client’s businesses by successfully executing your launch and account plans
  • Taken full ownership and accountability for the revenue, adoption and advocacy of your client portfolio
  • Put forward ideas and solutions to solve needs for your customers and shared your learnings with other team members

Working Policy:

  • We operate a hybrid policy; you’ll be in our beautiful London office 2-3 days a week, with flexibility to work from home.
  • The nature of the role does require travel to visit clients for meetings and events

Salary: starting from £50,000 (dependent on experience)+ Commission + Equity

Benefits:

  • 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
  • 10 days Annual Leave Buy-Back scheme
  • 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
  • Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
  • Sabbatical scheme
  • Paid leave to volunteer
  • Work from Abroad policy
  • Private Healthcare via AXA including comprehensive mental-, physical- and dental healthcare
  • £250 home office allowance to make WFH comfortable
  • Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
  • Season Ticket Loan
  • The best benefit of all, access to Wagestream!
  • Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value

Including:

  • Workplace nurseries
  • Cycle to Work
  • Home and Tech Scheme
  • Healthcare cash plans, etc
  • Discount platform

At Wagestream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Wagestream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.

Department
Client Success
Locations
London Office

About Wagestream

Wagestream improves the financial wellbeing of 3 million frontline workers, with a workplace finance platform built around their pay.

Award-winning employers like Asda, Bupa, Crate & Barrel, Pizza Express and the NHS make money fairer and work more rewarding, by offering Wagestream as an employee benefit.

Wagestream is a B Corporation that was founded with a social charter and built with the Fair By Design financial inclusion campaign.

Founded in 2018
Co-workers About 150
Client Success · London Office

Senior Client Success Manager

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