Client Success Manager (Hybrid)

About Rewards Network 

For 41 years, Rewards Network has been helping restaurants grow revenue, increase traffic, and boost customer engagement through innovative financial, marketing services, and premier dining rewards programs. By offering unique card-linked offers, we introduce diners to fantastic restaurant experiences, leveraging advanced technology and data analytics to deliver value to restaurants, diners, and our strategic partners' loyalty programs. 

Our Culture 

At Rewards Network, you'll be part of a driven and diverse team that excels in collaboration, issue resolution, and taking ownership of both personal growth and the company's success. We take pride in partnering with the world's most powerful loyalty programs to drive full-price paying customers to local restaurants through marketing services and flexible funding options. Our engaging and rewarding environment is designed to help you gain your full potential. 

 

Job Overview

The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. The Client Success Manager position plays a pivotal role in retaining and maximizing the value of the restaurants on the network.  They will be assigned the portfolio of regional accounts, with a primary focus of retaining the accounts on the network (minimizing churn), reinforcing the value of our services (improving NPS scores), and upselling additional services (cash conversions).

This is a hybrid position and requires in office presence three days a week in Chicago (Tuesday-Thursday) 

 What you’ll bring to the table: (Responsibilities)  

•  Oversee the customer journey for an assigned portfolio of accounts, from onboarding a new customer through ongoing support, with the goal of maximizing customer satisfaction and loyalty.
•  Proactively identify and address customer issues, leading to minimized churn.  (Examples:  missing tickets, accounts receivables, managing exclusions.)
•  Respond to customer requests for support, guiding clients through product features and strategies to maximize the benefits they receive from our services.
•   Communicate with clients to ensure they are realizing the full value of our services, thereby improving Net Promotor Scores (NPS)
•   Identify opportunities within the assigned portfolio to introduce and upsell products (i.e. Cash)
•   Work closely with the regional manager and sales teams to execute strategies that enhance the customer satisfaction and business growth.
•   Monitor account health metrics and provide insights to leadership on portfolio status and renewal/conversion opportunities.
•   Share customer feedback and insights with the internal teams to shape future offerings.

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