About the role

Associate Manager overseeing Client Success Managers at Rewards Network and ensuring exceptional client outcomes. Focused on team performance and cross-departmental collaboration in Chicago.

Responsibilities

Manage, coach, and develop a team of up to ten Client Success Managers to meet and exceed individual and departmental KPIs.
Conduct regular one-on-ones and team meetings to ensure consistent communication, accountability, and alignment on goals.
Own quality assurance initiatives and implement process improvements that elevate team performance and reduce client churn.
Manage daily operations and ensure adequate CSM coverage across regions.
Support and lead hiring, onboarding, and ongoing training initiatives to ensure a high-performing, client-centric team.
Serve as an escalation point for complex client concerns, ensuring timely and effective resolution.
Partner with other department leaders to identify and implement process improvements that enhance client satisfaction and team efficiency.
Help streamline communication channels and feedback loops across departments to improve the client.
Support departmental planning, forecasting, and reporting.
Act as a role model for company values and promote a culture of accountability, collaboration, and excellence.

Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
3-4+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a management or leadership capacity.
2+ years experience in financial services and/or restaurants a plus
Proven success in managing performance-driven teams and achieving client retention and satisfaction goals.
Experience working cross-functionally to align client outcomes with business objectives.
Proficiency with CRM and client success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.).
Deep understanding of client success best practices, customer lifecycle management, and retention strategies.
Exceptional leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities to identify issues and implement solutions quickly.
Skilled in time management, prioritization, and organization in a fast-paced environment.
Competent in facilitating meetings, providing feedback, and managing performance metrics.
Ability to lead a large and growing team while maintaining high morale and accountability.

Generous dining reimbursement when you dine with our restaurant customers.
Competitive Time Off Benefits: including flexible PTO, 11 company holidays, and parental leave.
401(k) plan with a company match
Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
Partnership with Rx n Go, offering certain prescriptions for free.
Two dental plan options and a vision plan
Flexible Spending Accounts and a pre-tax commuter benefit program
Accident, Critical Illness, and Hospital Indemnity Insurance Plans
Short Term and Long-Term disability
Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
Employee Life Assistance Program