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Client Success Manager

Wagestream

Wagestream

Customer Service
Posted on Monday, June 10, 2024
Rosslyn

Client Success Manager

Our Mission

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

We partner with some of the world’s most famous employers, New Balance, Burger King, Planet Fitness, and Dollar General to give their teams access to fairer financial services - all built around flexible pay. Over three million people can now choose how often they’re paid, track their shifts and earnings, 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 will be responsible for looking after the success and growth of our key partnerships and the clients we mutually support. You’ll be at the heart of our mission, responsible for ensuring every partner, client, stakeholder, manager and employee hears about Wagestream and continually reinforces the impact Wagestream is making on our client’s people and at an organizational level.

You’ll work alongside our sales, marketing, delivery, and customer success leaders to provide them with the tools they need to bring Wagestream to market. You will work closely with our Partners and their clients to understand each client’s wider business objectives, company set-up and communications channels, to execute the best awareness plans and ensure their platform is continually optimized 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 customers, you will know your clients inside out and will regularly share insights back to the business that enable us to understand how we can create more value for them across our entire base.

The Team:

You’ll be part of a high-performing Client Success and Delivery Team responsible for converting our Partners’ clients into Wagestream clients, launching new clients, app adoption rates, client retention and expansion, as well as creating advocates of our products and services.

What will you be doing?

  • Design and develop the communication strategies to drive the greatest amount of engagement and adoption
  • Work with Delivery, Client Success and Support teams to develop messaging, content and creative for new customer activations
  • Managing the relationship with senior stakeholders at our Partnerships, creating opportunities for mutual success relating to adoption and unlocking new revenue streams
  • Meeting with senior stakeholders at large strategic 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 realize them. Your success will be measured by the adoption, retention and growth of the portfolio of the clients you manage
  • Using regular touch-points to learn about client’s business priorities and guide them on how they can best leverage Wagestream to get there
  • Looking out for any potential risks and escalating them if needed
  • 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: (But if you’re close… we'd still love to talk to you!)

  • Our team has a range of work experiences across PR, Marketing, Sales, Client Success and Account Management; we’re looking for someone who is creative, able to establish great relationships, influence senior stakeholders and quick to put ideas and actions into practice
  • The role will be varied and challenging, and will above all require a can-do, hands-on attitude and approach.
  • You can prioritize well, applying a commercial lens in your decision making and where to focus your time
  • Our stakeholders tend to be HR/ People operations and Finance - 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

Can-be-learnts:

  • You have experience working in a start-up environment
  • You’re data savvy and are comfortable building reporting and interpreting data
  • Technical experience or working with engineering teams is a bonus
  • You have experience working with partnerships

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 Partner’s executive, sales, technical and customer success teams, shadowed meetings

Within 3 months you’ll have:

  • Started to take ownership of Partnership relationships and your client portfolio. You’ll now be comfortable launching new clients, leading client calls and pitching awareness and account plans.

    Within 6 months you’ll have:

    • Contributed to positive outcomes at our client’s businesses by successfully executing against your launch and account plans
    • You’ll be comfortable taking on any sized client, and will be responsible for the revenue and adoption of your client portfolio
    • You’ll now be ready to train new joiners in the team, sharing your learnings as the company scales

    Working Policy:

    We operate a hybrid policy with a requirement of 3 days a week in the office and may require occasional travel to visit clients for meetings and events

    Salary:

    From $80,00 - $100,000 + Bonus + Benefits

    Benefits:

      • 10 Days Annual Leave
      • +5 Days Annual Leave on your 1 year anniversary
      • Up to 5 Days Holiday rollover
      • One days' paid leave for volunteering
      • 10 Days Paid Sick Leave
      • We want to invest in you financially, so we have a 3% 401k contribution match
      • Medical and Dental Insurance provided by TriNet
      • $350 home office allowance to make WFH comfortable
      • Swanky Brand new equipment - from the latest Apple MacBooks to 34” curved monitors at Wagestream HQ in Arlington, VA

      And of course, the best benefit of all, access to Wagestream, of course!

      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, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.

      Locations
      Rosslyn

      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
      Rosslyn

      Client Success Manager

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