Client Success Manager

About Us

Thrive delivers comprehensive managed services and unmatched expertise to drive secure digital transformation. Thrive’s next-generation managed services are built to securely optimize business performance while eliminating internal resource constraints and staffing worries. Thrive is looking for individuals who are passionate about the client experience and looking to bring valuable skills that lead to client retention and client success in a fast-paced environment.

Position Overview

The Client Success Manager is an integral part of the Account Management team that focuses on providing an exceptional client experience from onboarding throughout the time the client remains with Thrive. The CSM will be responsible for building strong relationships with clients and understanding their needs. The role also serves as an advocate for clients, ensuring any issues are resolved quickly and efficiently while handling tactical items related to accounts on a daily basis.

Primary Responsibilities

1. Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow.
2. Train new and existing clients on the Thrive Client Experience and Thrive Client Portal to ensure an optimum service delivery experience.
3. Collaborate with Project Management Organization for new client onboarding and change to services. This includes building the relationship with the client to position the CSM as a trusted partner.
4. Proactively follow-up with clients to ensure a positive experience through transactional CSAT surveys. Discover feedback trends to find opportunities to enhance our client’s experience with Thrive.
5. Partner with Account Manager on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables.
6. Manage client invoicing queries, including credit requests and upticking/downticking of quantities that may have an impact on invoicing.
7. Procurement quoting, including: workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing Salesforce.
8. Serve as the client’s point of escalation, as needed.

Qualifications

1. University degree with minimum 2 years client facing experience in a client success or account management type of role is required. In lieu of a degree, minimum 5 years client facing experience in a client success or account management type of role is required.
2. Strong professional interpersonal skills.
3. Excellent organizational and written communication skills including client-facing interaction.
4. Highly motivated, energetic with the ability to excel in a fast-paced changing environment.
5. Ability to interpret sales orders, SOWs and invoices. Effectively be able to present this information and respond to questions from clients and internal employees.
6. Broad knowledge of Microsoft Office products. ServiceNow and Salesforce a plus.