Client Success Manager

Overview The Role Account Management includes applying knowledge of firm-wide survey methodologies, processes and available WTW products and services in performing responsibilities; data collection, validation and analysis; client onboarding and ongoing engagement; and supporting business development and service delivery through collaborative work with project leaders and analysts. Responsibilities Account Management Displays and applies strong understanding and knowledge of firm-wide survey methodologies, processes and available WTW products and services in performing one’s work responsibilities. Collects compensation and benefits data, conducts second level checks and validation as well as data analysis based on Professional Excellence standards. Conducts job matching session, walkthrough and orientation to ensure client’s understanding of survey content, methodology and online platforms. Performs simple to non-standard benchmarking analyses to determine competitiveness of clients’ reward programs. Detects issues and investigates ways to resolve them. Ensures that data provided are validated, accurate, clean and useful. Contributes through mining of WTW database, providing information/insights on market practices, conducts research on local, regional, or global WTW studies and trends as inputs to designing compensation programs for clients. Partners with PLs in developing and presenting materials for client-facing meetings, presentations on industry trends, pulse surveys and events by conducting research, surveys and interviews as applicable, to gain understanding of the business landscape. Develops and raises client awareness of products and services and proactively identifies sales opportunities through marketing initiatives, client events and scoping calls. Provides recommendations to PLs on marketing and growth strategies for key accounts and executes agreed strategies. May collaborate with regional counterparts and other LOBs. Ensures client satisfaction and engagement from pre-sales through post-sales via delivery of Willis Towers Watson’s service/s to the client, ensures the integrity of said provision at all times and provides recommendations for improvement. Updates and maintains trackers and other RDI systems regularly. Partners with the RDI Coordinator by monitoring invoicing status and ensuring clients have settled payments for every survey cycle. Guides analysts in the day-to-day relationship of large and key accounts. *Standard Data Extract (draw down) refers to the use of published survey data. Client or PLs provide job codes, functions, levels or disciplines in request. Custom analysis covers job matching plus data extract by peer group or combining benchmarks, function, level, discipline, and roll-ups. May also cover provision of “adjusted” market data to consider or account for the size / scope / complexity of role. Multi-year, multi-industry blend. Non-standard/tailored analysis includes adjustment of data which may be based on regression / review of raw data / application of consulting judgement. Multi-year, multi-country, multi-survey blend. Survey / publicly disclosed data blend. Consulting support to business development activities Provides consulting support to business development activities: Conducts own web research and makes conscious effort to know the client’s business, its services or products, competitors, etc. Coordinates with clients (i.e. schedule and determine agenda) as agreed upon with PLs. Conducts initial scoping by asking standard questions to understand and/or narrow down client requirements. Identifies leads or potential opportunities during initial conversations with clients and/or during project engagements and refers to PLs. Participates in project scoping meetings to understand client requirements; takes accurate, useful and sensible notes/minutes that may only be gathered through paying close attention and listening to ongoing discussion. Cleans up and summarizes notes/minutes using client-ready format, sends to PLs for review then send to clients within 24 hours after the meeting. Participates in internal proposal strategy meetings or briefings; is expected to share ideas and inputs based on own understanding of client requirements. Prepares initial project costing with minimal directions/supervision based on technical requirements. Prepares and executes non-standard project proposals/discussion documents/letter of engagement as directed by PLs in a client-ready format and based on understanding of client requirements; may refer to similar proposals developed in the past as per PL’s instruction but must ensure that all information, company name, dates, format, samples/illustrations, spelling, grammar are correct, accurate, relevant, and updated. Prepares documents and other necessary coordination requirements during contracting (i.e. Prospect Review for new clients, finalization of proposals/LOE, legal review, performance/security bonds, securing signatures, delivery of proposals, follow-ups, etc.). For proposals won – coordinates with Admin/Finance on the creation of project codes and TCT client folder to store all project files as per WTW Excellence guidelines. *Standard project proposals refer to projects that are commonly offered to clients either as stand-alone or bundled (e.g. Job Leveling, Competitive Analysis, Rewards Strategy, Salary Structure Design, Variable Pay Design, Competency Development, Saville Assessment). Anything outside of definition provided is considered non-standard. Consulting support to project engagements/projects Provides consulting support to project engagements/projects: Participates in client interviews, focus group discussions, status updates and all project meetings to understand plans, project deliverables, solutions and next steps; includes taking of accurate, useful, and sensible notes/minutes. Cleans up and summarizes notes/minutes, send to PLs for review and to clients within 24 hours after the meeting. Coordinates and follows up documents and information requirements from clients as agreed upon during project planning or at any point in time during the project. Creates an inventory of submissions, screens, and assesses submitted information if relevant and usable for the project or in accordance with the requirements; discusses identified issues and concerns on information/document submissions, if any, with PLs; validates document/data submissions with clients, may seek guidance from PLs. Participates in internal project briefings, brainstorming and strategy meetings to be able to accurately execute and deliver on-time technical-related work or assignment agreed upon (i.e. calculations/charts/graphs, research, analysis, synthesis of discussions, preparation of presentation materials, reports and other necessary project documentation) with guidance and instructions from PL. Ensures that all output at his/her level are thoroughly reviewed before submitting to PLs for review within agreed timeline (e.g. clean data, spelling, grammar, dates, company name, disclaimer notice, charts/graphs/tables are consistent with data, Excellence page, etc.). Must apply and demonstrate resourcefulness, attention to details, analytical, evaluative, and investigative skills in producing output. Coordinates both internal and external meeting schedules with clear agenda. If client initiated, proactively requests for agenda or questions/issues that the PL or team needs to address; if WTW initiated, ask for guidance from PL on the agenda and advises clients. Ensures that agenda is included in calendar invites. Responds to client emails in a timely manner regarding data/information requirements, schedule of meetings; responds to regular or common technical inquiries; may consult and refer complex technical/consulting related and project/client sensitive inquiries to PLs. Directs activities of the analysts in a project as instructed by PL; may mentor junior colleagues. Ensures proper storage and maintenance of files in TCT folders. Manages a standard solution/offering phase or module end-to-end within an integrated or bundled project (i.e., Competitive Analysis, Salary Structure Design, Competency Framework, Job Leveling, Saville Assessment).Project phase planning and management includes timeline management, information requirements, assists Project Leader in phase budget monitoring, billing and collection coordination. Technical execution of the project – analysis, presentations, etc. Will work with or consult Project Leader on project/client strategy. Builds rapport and connection with client project counterpart/s. Guides/mentors junior colleagues. Connects and realizes impact or implications of own project phase to other phases/subject matter included in the project. Participates in overall project meetings, briefings, updates (both internal and external) as needed and instructed by PL. Responds to clients’ technical inquiries related to phase/module being managed in a timely manner, may consult PLs if needed. Coordinates both internal and external requirements/activities necessary to complete the phase/module with minimal supervision (e.g. Finance/Admin for billing details and information, logistical requirements, GBS for data requirements or tool set up, etc.). Accomplishes and keeps record of own time charges (Oracle 12), performance goals progress (Talent/Reward Tool) and other administrative requirements (e.g., leaves, time records, etc.). Actively participates in W&R and WTW special projects or activities (i.e. business planning, regional/community trainings, townhalls, engagement activities, etc.). Other work-related assignments that may be asked from time-to-time #J-18808-Ljbffr