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 from home.

Join us as we help people all over the world thrive at work. Here is where we need you most: The Client Strategist (CS) is the primary owner of our Enterprise clients' strategy with a focus on client retention. Their role is an extension of the Culture Consulting work that is conducted when a client onboards. They act as a trusted advisor to introduce and prescribe using O.C. Tanner Institute research, trends, best practices, and creative methods to help our clients maximize the impact of their program.

Client Strategist

• Personally accountable for the strategy, relationship, positive impact of our largest clients with the focus on retention and growth within their current solutions.
• Recognition solutions and technology expert with an ability to understand different business environments and the issues that affect individual clients.
• Gain extensive understanding of client's business, solutions and recognition objectives, and partner with the CSM and O.C. Tanner sales team to maximize the impact of their solution.
• Make key decisions about the management and success of a client's program to ensure we are maximizing value and improve partnership and revenue.
• Monitor client KPI's and determine needed change to improve program success.
• Present ideas, strategies and solutions to mid-level and senior-level executives to influence decisions.
• Help ensure contract compliance and assist in negotiating key contract terms and extensions.
• Manage Client Health Scorecards and create account plans.
• Mentor, train and lead others in effective customer success principles and best practices.
• Solve problems, create efficiencies, and suggest process and role improvements.
• Manage projects with discretion, sound judgement, skill, and efficiency.
• Successfully collaborate with other roles and departments across the company to achieve results.

Job Requirements

Qualifications:

• Bachelor's Degree
• Strong consultative skills
• Expert communication skills including proven ability to interact, present and facilitate meetings with executive level stakeholders
• 3 years of experience in customer success management/account management, and preference given to experience in managing SaaS accounts.
• In-depth knowledge of recognition strategies including trends and best practices
• Ability to work in a team atmosphere
• Experienced project manager
• Strong problem-solving skills
• Ability to research complex issues and develop strategic solutions
• Participate in continuous improvement (change)
• Strong sense of ownership, pride, and accountability to their jobs