Client Strategist

Job Description

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies.

Hybrid Work Schedule-Monday thru Wednesday in office, Thursday Friday remote option.

About the opportunity

The Client Strategist (CS) is the primary owner of our Enterprise clients' strategies with a focus on client retention and growth. Their role is a fluid extension of the Culture Consulting work completed post-sale and during implementation. The Client Strategist has a critical role in leading retention efforts by ensuring our strategies are creating value and impact for our clients. The Client Strategist is also responsible to maximize revenue for O.C. Tanner by ensuring clients spend their planned budgets and to enable growth by encouraging clients' utilization of all tools and features within their existing solution. The Client Strategist guarantees comprehensive account management by partnering closely with both sales (responsible for expanding net new solutions) and the Client Success Manager (responsible for the day- to -day operations of a program).

Client Strategist

• Personally accountable for the strategy, relationship, and positive impact of our largest clients with the focus on client retention and growth within their current solutions. This includes being skilled at creating detailed account plans outlining specific retention and growth strategies.
• Ability to articulate importance of recognition as part of a thriving culture. Present ideas, strategies, and solutions to mid- and senior-level executives to influence decisions and demonstrate program success.
• Demonstrate expertise in recognition solutions and technologies; exhibit a keen ability to understand different business environments and the issues that affect individual clients.
• Make key decisions about the management and success of a client's program to ensure excellent results, maximum value, improved partnership, and increased revenue.
• Partner closely with our data insights analyst and Client Success Manager to create and monitor client KPIs. Determine and effectively communicate necessary changes to optimize program success.
• Facilitate meetings that often include many client participants. Guide and lead all participants to the creation of successful recognition plans and strategies.
• Help drive contract compliance; negotiate key contract terms and extensions.
• Mentor, train, and lead others in effective customer success principles and best practices.
• Actively contribute to constant refinement the Client Strategist role with innovative ideas and process improvement suggestions.
• Manage projects with discretion, sound judgement, skill, and efficiency.
• Collaborate with other roles and departments across the company.
• Gain extensive understanding of clients' businesses, clients' recognition solutions and objectives. Partner with the Client Success Manager and sales team to achieve success.

Job Requirements

Qualifications that lead to success:

• Bachelor's Degree in business or any allied field that demonstrates strong business savvy
• 3 years of experience in customer success management with preference given to experience in managing SaaS accounts
• Ability to create strong account plans that clearly identify executable retention strategies and measurable growth objectives for assigned clients
• Ability to multi-task and manage a large portfolio of complex and demanding clients
• In-depth knowledge of the trends, industry best practices, and allied spaces such as HR and total rewards
• Experience in presenting and facilitating meetings that include executive level audiences
• Successful and effective project manager
• Strong problem-solving skills that result in wins
• Ability to research complex issues and develop strategic solutions
• Participate in continuous improvement and change management
• Strong sense of pride and accountability to the role which includes a large client portfolio
• Ability to adapt to change
• Note: travel to client locations to conduct business meetings is required