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Willis Towers Watson HR Software Client Success Manager in Boston, Massachusetts

As a Client Success Manager working within the Embark Team (employee experience platform, formerly known as HR Portal Software), you will serve a key role for bringing the employee experience to life for our clients. You will be responsible for managing a group of clients throughout the life of their contract (typically 3 to 5 years) to ensure that your clients are using the software to meet their employee experience needs. By partnering with Client Relationship Directors (CRDs) and all of our Talent advisory services, you’ll find new ways to utilize our software to solve our clients’ challenges.

You’ll serve as the primary contact for questions related to the technology, facilitate periodic strategic business reviews, probe on upcoming challenges that are coming for the client, and identify new ways that your client can gain more value from their portal software.

You’ll have the opportunity to manage your own book of business, build deep client relationships, and collaborate with colleagues across the country (and the globe). If you are interested in building and maintaining long client relationships, finding creative ways to meet unique challenges, and defining your own career path, we have the role for you!

The Role

  • Fosters strong relationships with Embark clients alongside Consultants and CRDs to grow client satisfaction and expand revenue across the relationship.

  • Serves as the client’s connection point to the Embark employee experience platform, connecting the client to our global key resources across various teams

  • Has effective knowledge of the clients, deep knowledge of the software purchased, and good domain expertise to ensure clients make the most of the software they purchased based on their specific needs and help address questions that arise related to the technology.

  • Creatively helps clients meet their employee experience needs by meeting with clients, analyzing employee behaviors, and making key business recommendations

  • Identifies upsell opportunities as they relate to a client’s employee experience needs.

  • Feeds into the product development process to ensure development is focused in areas of most client value


  • Overall responsibility for managing the client’s relationship with the Embark employee experience platform

  • Establishing a partnership that works to ensure client’s overall satisfaction with the Embark employee experience platform

  • Acting as a liaison between product management and the client with a focus on communicating the roadmap and how the roadmap will influence client activities

  • Developing success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations

  • Working closely with Communication & Change Management Advisory Consultants to identify new opportunities

  • Gaining exposure to large, cross-LOB teams with tightly integrated software, including BenefitConnect-Health, BenefitConnect-Pension, and myFiTage.

  • Monitoring and facilitating the client’s adoption of the Embark employee experience platform with the purpose of making business recommendations to client key stakeholders for enhancing their employee experience

  • Leveraging client relationships as needed for prospect references

  • Managing client contract renewals

  • Prioritizing and driving resolution on escalated client issues

The Requirements

  • Knowledge of personalized communication gained in an in-house or consulting environment or knowledge of HR Software

  • Proven Account Management experience

  • Ability to engage at mid-level and senior levels within HR

  • Demonstrable experience of 2-5 years in a similar role (Consulting or Account Management) that includes issue resolution and escalation management

  • Experience with HR Portal software

  • Proven ability to collaborate and build strong relationships with clients at senior and operational levels

  • Ability to engage across internal functions (Sales, Product Management, Consulting)

  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars

EEO, including disability/vets (