About the job

For over 30 years, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers. Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs.

Our Culture 

At Rewards Network, you will find a passionate and diverse group of professionals that enjoy working collaboratively, solving problems, and taking ownership of not only their own careers and success, but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential.

Job Overview

The Client Success Manager is responsible for reviewing client accounts, maintaining client relationships, responding to questions and resolving issues. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. This person will ensure that client needs are addressed quickly with responses delivered in a timely manner. He/she will communicate with various departments to find resolutions to more challenging questions or issues that may arise. This individual will be responsible for client accounts and assist the Sales team with any questions they may have relating to merchant accounts, policies, and documents. 

 What you’ll bring to the table: (Responsibilities) 

• Manage clients throughout their lifecycle and encourage them to take full advantage of product benefits to ensure the value is recognized
• Collaborate with Sales to deepen client relationships and identify and resolve client needs, as well as new product opportunities
• Handle calls and emails from clients and members of our remote sales team.
• Analyze client account issues, troubleshoot and negotiate resolutions in a timely manner
• Assist client accounts by explaining and clarifying billing statements, processes and terms and conditions of their agreement with Rewards Network.
• Serves as subject matter expert supporting the sales team on policies and procedures related to contracts, the deletion policy, and related issues. Communicates, explains, and ensures enforcement of these policies and procedures.
• Processes account changes including any adjustments or requests including but not limited to banking change, reimbursement, email address change, etc.
• Performs related job duties as needed and required.

Do you have the right mix of ingredients: (Requirements) 

• Bachelor’s degree preferred
• At least 3 years of related experience working with internal and external clients to support a sales organization. Customer/client service experience is required.
• Must have previous experience responding to a high volume of calls and emails related to client service.
• Must have a passion for client service.
• Experience using a CRM system such as Salesforce
• Proficiency with MS Excel, Word, PowerPoint, and Outlook.
• Ability to work in a rapidly changing and growth-oriented environment with regularly changing priorities and developing opportunities.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills and abilities.
• Attention to detail and excellent organization skills along with self-motivation.
• Ability to work independently and respond with flexibility.
• Willingness to learn new skills and software applications.

What you’ll love about us:

Comprehensive benefits package, which includes:

• • Competitive Paid Time Off and company holidays
  • Generous dining reimbursement when you dine with our restaurant clients 
  • 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
  • Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations