📌 Core Information
🔹 Job Title: Client Success Manager-Hybrid in Chicago
🔹 Company: Rewards Network
🔹 Location: Chicago, Illinois, United States
🔹 Job Type: On-site
🔹 Category: 🎧 Customer Experience (CX)
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Reviewing client accounts and maintaining client relationships.
- Managing a book of business with a focus on client retention.
- Decreasing churn and reinforcing the value of services offered.
- Upselling additional services to existing clients.
ASSUMPTION: This role involves frequent interaction with regional accounts, requiring strong communication and relationship-building skills.
📋 Key Responsibilities
✅ Oversee customer journey for an assigned portfolio, maximizing satisfaction and loyalty.
✅ Proactively address customer issues to minimize churn.
✅ Respond to customer support requests and guide through product features.
✅ Communicate service value and improve Net Promoter Scores (NPS).
✅ Identify and promote additional products and services to clients.
✅ Collaborate with regional managers and sales teams to enhance customer satisfaction.
✅ Monitor account health and provide strategic insights for growth.
✅ Share customer insights with internal teams to refine future offerings.
ASSUMPTION: The position requires a proactive approach in client engagement and strategic upselling.
🎯 Required Qualifications
Education: Not specified
Experience: Minimum 3 years relevant experience in client service and support.
Required Skills:
- Experience with CRM systems like Salesforce
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Strong written and verbal communication skills
Preferred Skills:
- Previous exposure to the restaurant or financial services industry
- Experience in data analysis and marketing strategies
ASSUMPTION: The role likely benefits from candidates with a background in customer experience or financial services.
💰 Compensation & Benefits
Salary Range: $62,000-$70,000 per year, plus an annual incentive target of $10,500.
Benefits:
- Comprehensive benefits package including medical, dental, and vision plans
- 401(k) plan with company match
- Generous paid time off and company holidays
Working Hours: Standard 40-hour work week with hybrid flexibility
ASSUMPTION: Compensation and benefits are competitive within the customer success domain, incentivizing performance.
📌 Applicant Insights
🔍 Company Context
Industry: Financial Services focused on restaurant loyalty and marketing programs
Company Size: 201-500 employees, offering a mid-sized company atmosphere
Founded: 1984, with a longstanding reputation in enhancing restaurant experiences
Company Description:
- Leader in fintech services for the restaurant industry
- Offers innovative dining reward programs
- Utilizes advanced technology and data analytics
Company Specialties:
- Restaurant Industry Loyalty Programs
- Marketing and Merchant Cash Advance
- Data Analysis and Customer Feedback
Company Website: https://www.rewardsnetwork.com
ASSUMPTION: The company is likely leveraging its fintech capabilities to broaden customer engagement in the restaurant domain.
📊 Role Analysis
Career Level: This is a mid-level role suited for experienced professionals in client success.
Reporting Structure: Typically reports to a regional or department manager.
Work Arrangement: Hybrid, offering a balance between remote and on-site work.
Growth Opportunities:
- Potential for career advancement within client success or sales
- Opportunity to develop strategic account management skills
- Exposure to cutting-edge fintech solutions and analytics
ASSUMPTION: Growth pathways likely exist for proactive individuals who demonstrate strong client relationship management.
🌍 Location & Work Environment
Office Type: Hybrid arrangement with modern downtown office space.
Office Location(s): Downtown Chicago, easily accessible by public transport.
Geographic Context:
- Close proximity to cultural and culinary hotspots in Chicago
- Located near major train lines for commuting convenience
- Chicago offers a vibrant professional environment with ample networking opportunities
Work Schedule: Flexible with the expectation of 2-3 days weekly in the office.
ASSUMPTION: The work environment is designed to be dynamic, fostering collaboration and innovation.
💼 Interview & Application Insights
Typical Process:
- Initial application through the company website or job portals
- Phone screening with HR or hiring manager
- In-person or virtual interview with department leads
- Final assessment and decision-making phase
Key Assessment Areas:
- Ability to manage and retain client relationships
- Proficiency with CRM systems and data analytics
- Communication and strategic upselling abilities
Application Tips:
- Highlight relevant client success experience and achievements
- Demonstrate proficiency in CRM and analytic tools
- Prepare to discuss specific examples of client retention and upselling
ATS Keywords: Client Management, CRM Systems, Strategic Upselling, Restaurant Industry, Customer Experience
ASSUMPTION: The application process emphasizes proven experience and a strategic approach to client relationship management.
🛠️ Tools & Technologies
- CRM Systems (e.g., Salesforce)
- Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Communication and collaboration tools
ASSUMPTION: Familiarity with Salesforce and analytics tools is crucial for effective performance in this role.
👔 Cultural Fit Considerations
Company Values:
- Innovation in customer engagement
- Commitment to client success and satisfaction
- Diversity and inclusion in the workplace
Work Style:
- Collaborative and team-oriented environment
- Encourages proactive problem solving and innovation
- Supports professional growth and continuous learning
Self-Assessment Questions:
- Can you effectively manage and grow client relationships?
- Do you have experience with CRM systems like Salesforce?
- Are you comfortable in a dynamic, hybrid work environment?
ASSUMPTION: The company culture likely encourages initiative and collaborative success achievements.
⚠️ Potential Challenges
- Managing a diverse portfolio of client accounts
- Balancing hybrid work requirements
- Meeting ambitious client retention and growth targets
- Staying updated with evolving fintech tools and offerings
ASSUMPTION: The role demands adaptability and strategic insight to navigate diverse client needs and technological innovations.
📈 Similar Roles Comparison
- Similar roles may not offer the same level of fintech integration
- Rewards-focused client management is a unique aspect of this role
- Potentially more strategic or analytics-based than comparable roles
ASSUMPTION: Emphasizing the fintech component may offer unique professional insights compared to standard customer success roles.
📝 Sample Projects
- Developing a new upselling strategy for increased client engagement
- Implementing a CRM improvement project to streamline client interactions
- Leading a client feedback initiative to enhance service offerings
ASSUMPTION: These projects are typical in focus on strategic client relationship enhancements and operational efficiencies.
❓ Key Questions to Ask During Interview
- What are the key metrics for success in this role?
- Can you describe an ideal client interaction?
- How does the company support employee growth and development?
- What are the most significant challenges currently facing the client success team?
- How do you anticipate the role evolving over the next 1-2 years?
ASSUMPTION: These questions help explore expectations, company culture, and potential career growth paths.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Prepare a detailed resume emphasizing relevant client success experience
- Customize your cover letter to highlight experiences related to this role
- Be ready for initial phone screenings, followed by in-depth interviews
- Ensure understanding of the company’s fintech applications and industry standing
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
