Client Relationship Manager, SMB

Job title: Client Relationship Manager, SMB

Company: Reward Gateway


Job description: Client Relationship Manager, SMBDepartment: Client SuccessEmployment Type: Full TimeLocation: Melbourne or SydneyCompensation: $100,000 / yearDescriptionReward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions.Guided by our shared missions-‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’-we’re committed to transforming workplaces and improving people’s daily lives.Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.Your role in our Mission
Our mission is to make the world a better place to work and to achieve this mission we need to deliver successful, meaningful programmes across our SMB portfolio of clients.A newly structured team is being established to achieve this mission, consisting of three new Client Relationship Managers based in Australia, in April with the SMB Client Relationship Manager working with some of our key SMB clients across ANZ. As a part of this new structure you’ll be supported by a Strategic Client Relationship Manager, an SMB Client Support Manager along with the wider Client Success team and Head of Client Success.You will partner with HR leaders in your portfolio of current SMB (
Through this work, you will help us drive our mission and achieve annual net revenue retention, renewal and upsell revenue targets.Flexible, hybrid working:
Our office is for you to use as much as you like; as a minimum our APAC Sales Team works from our or at least twice a week.What’s in it for you?
Commission in addition to base salaryGenuine pathways for career growth, including high-performance programs and tailored Learning & Development initiatives, designed to guide your career in the direction that’s right for you.You will also receive over 70 individual employee benefits & perks designed for financial, career, mental, physical and social wellbeing including:

• 35 days per a year annual leave (inclusive of Public Holidays)
• Option to purchase up to an additional 5 days per year through our holiday trading
• $750 a year wellbeing allowance.
• Membership with Unmind – encompassing therapy, coaching, and proactive wellbeing.
• Appreci8 – an opportunity to gain monetary awards for doing an excellent job.
• Professional development books, E-books, podcasts.
• Additional bonus payments for a number of life events and milestones.
• Employee, friends and family discounts – huge annual $$$ savings across hundreds and hundreds of retail, hospitality, travel, lifestyle brands.

Some of Your Responsibilities & Core Duties will be:Client Engagement and Support

• Develop and maintain a strategic partnership with our clients by understanding their people and their business goals.
• Multi threading with multiple stakeholders within each client to offer support and make valuable contributions to help your clients achieve successful programmes that improve employee engagement.
• Own key account milestones in partnership (including annual or bi-annual account reviews) to position yourself as a strategic and consultative partner to current clients
• Always seeking opportunities to build on the success of our customers’ services, via usage and functionality.
• Working collaboratively with our clients on communication strategies to improve employee engagement.
• Support the implementation team with the onboarding of new clients.
• Analysing engagement data and reviewing this with our clients to demonstrate the value of the programme and how it is aligned to their goals.
• Delivering insights and engaging clients into a business conversation about solutions to their unique business challenges.
• Where required, travelling to meet clients at their site, at our Office or using video conferencing to conduct review meetings, demo’s, training or employee facing webinars.
• Identifying opportunities to build out your client network including attending and hosting HR specific events

Client Growth and Retention

• Managing a portfolio of clients with an annual value of approx $1.4m – $1.6m with a growth target of 7% – 14%.
• Retaining your clients by building valuable relationships that truly delight and partner with key customer contacts throughout the renewal process to secure the ongoing partnership.
• Building a detailed view of the risks within your portfolio and implementing plans to mitigate risk.
• Managing renewal conversations with a targeted 93% gross revenue retention through direct commercial management of renewal discussions and negotiation.
• Developing tailored solution-focused documents for renewal opportunities including proposals, executive summaries, RFP/RFI’s and specific prospects demonstration sites, aligned to business challenges
• Identify revenue generating opportunities by providing additional solutions to your clients, and collaborating with the Strategic Client Relationship Lead who is your commercial partner for your book of business.
• Negotiating commercial and contract terms in conjunction with the Head of Sales and Client Success.
• Maintaining an up to date accurate forecast and pipeline that is aligned with RG global forecasting best practices.

The Experience and Key Skills you will have:

• Proven experience in developing and maintaining proactive partnerships across B2B SMB or Mid Market client portfolios, understanding their business goals, driving customer success, and managing retention and renewal processes, including annual and bi-annual account reviews.
• Ability to identify growth opportunities, manage a portfolio with specific revenue targets, and work with the Senior Strategic Account Manager to upsell additional solutions while maintaining a focus on customer satisfaction and long-term relationship building.
• Strong skills in analysing client engagement data to assess success, identify areas for improvement, and align programs with client goals. Ability to deliver actionable insights based on data to drive client engagement and satisfaction.
• Experience in negotiating commercial and contract terms with clients, including renewal discussions, proposal creation, and aligning business solutions to client needs, while managing forecasts and pipelines.
• Strong experience in working collaboratively with internal teams (e.g., Sales, Client Support, and Implementation) to ensure a seamless client experience and achieve business outcomes.
• Exceptional verbal and written communication skills, with the ability to engage clients in business conversations, present solutions clearly, and deliver training or webinars to diverse client groups.

Your Interview Journey:

• Telephone interview with our Senior Talent Acquisition Partner, APAC or HR Business Partner, APAC
• 1st stage online interview with our Head of Client Success and Senior Strategic Client Relationship Manager
• Take home presentation task
• Final stage interview and presentation in our Sydney or Melbourne office with our Head of Client Success, Senior Strategic Client Manager and Head of Sales or Client Success Team Lead.

At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.We hire BETTER.
Find out more about our approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.

Expected salary: $100000 per year

Location: Australia

Job date: Wed, 12 Mar 2025 04:10:20 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck