Client Success Manager

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Client Success Manager! In this integral role, you will focus on delivering exceptional client experiences, from onboarding to ongoing support. You will build strong client relationships, understand their needs, and act as their advocate, resolving issues efficiently. This position involves managing client success KPIs, training clients on Thrive's services, collaborating with project management, and proactively ensuring client satisfaction. You will also handle invoicing queries, procurement quoting, and serve as a point of escalation. Thrive offers a 'work hard, play hard' environment with opportunities for career growth and development.

Requirements

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

Responsibilities

• Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow
• Train new and existing clients on the Thrive Client Experience and Thrive Client Portal to ensure an optimum service delivery experience
• 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
• 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
• Partner with Account Manager on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables
• Manage client invoicing queries, including credit requests and upticking/downticking of quantities that may have an impact on invoicing
• Procurement quoting, including: workstations, peripherals, SSL certifications, firewall renewals, etc. utilizing Salesforce
• Serve as the client’s point of escalation, as needed

Preferred Qualifications

• 4-year college degree with 2 years client facing experience in a client success or account management type of role is preferred
• ServiceNow and Salesforce a plus