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For Companies At a Glance
- Tasks: Manage client relationships and ensure exceptional service delivery.
- Company: Rapidly growing tech solutions provider focused on innovation.
- Benefits: Competitive salary, career development, and a vibrant work culture.
- Other info: Fast-paced environment with opportunities for growth and learning.
- Why this job: Join a dynamic team and make a real impact on client success.
- Qualifications: 2 years of client-facing experience or 5 years in a similar role.
The predicted salary is between 36000 - 60000 £ per year.
About Thrive
Thrive is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. We seek individuals who want to develop valuable skills and build a career in a fast-paced, work-hard, play-hard 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 through the duration of the client relationship. The CSM builds strong relationships with clients, understands client needs, and acts as an advocate to resolve issues quickly and efficiently while handling tactical account items on a daily basis.
Primary 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 service changes, positioning the CSM as a trusted partner.
- Proactively follow up with clients to ensure a positive experience through transactional CSAT surveys; identify feedback trends and opportunities to enhance the client experience with Thrive.
- Partner with Account Manager on client quality improvement plans and work with internal departments to achieve agreed-upon enhancements and deliverables.
- Manage client invoicing queries, including credit requests and adjustments that may impact invoicing.
- Procurement quoting, including workstations, peripherals, SSL certifications, firewall renewals, etc., utilizing Salesforce.
- Serve as the client’s point of escalation, as needed.
Qualifications
- University degree with a minimum of 2 years of client-facing experience in a client success or account management role; or, in lieu of a degree, a minimum of 5 years of client-facing experience in a similar role is required.
- 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
- Ability to interpret sales orders, SOWs and invoices and present information clearly to clients and internal teams
- Broad knowledge of Microsoft Office products; ServiceNow and Salesforce a plus
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Client Success Manager employer: Thrive
Contact Detail:
Thrive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Thrive on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching Thrive's services and recent projects. Show us that you understand our focus areas like Cloud and Cyber Security, and how you can contribute to client success.
✨Tip Number 3
Practice your communication skills! As a Client Success Manager, you'll need to convey information clearly. Try mock interviews with friends or use online platforms to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're genuinely interested in joining the Thrive team.
We think you need these skills to ace Client Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Success Manager role. Highlight your relevant experience in client-facing roles and how you've successfully managed relationships in the past. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear and concise. Use professional language but let your personality shine through. We love seeing candidates who can communicate effectively and authentically!
Highlight Your Problem-Solving Abilities: As a CSM, you'll need to resolve issues quickly and efficiently. Share examples in your application where you've tackled challenges head-on and improved client experiences. We’re looking for proactive problem solvers who can think on their feet!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our thriving team!
How to prepare for a job interview at Thrive
✨Know Your Stuff
Make sure you understand Thrive's services, especially in Cloud, Cyber Security, and Networking. Familiarise yourself with their Client Experience and Portal, as you'll need to train clients on these. Showing that you’ve done your homework will impress the interviewers.
✨Showcase Your People Skills
As a Client Success Manager, building relationships is key. Prepare examples of how you've successfully managed client relationships in the past. Highlight your interpersonal skills and how you’ve resolved issues efficiently to ensure client satisfaction.
✨Be Ready for Scenario Questions
Expect questions about handling difficult client situations or managing KPIs. Think of specific instances where you’ve turned a negative experience into a positive one. This will demonstrate your problem-solving abilities and proactive approach.
✨Ask Insightful Questions
Prepare thoughtful questions about Thrive’s client success strategies and how they measure client satisfaction. This shows your genuine interest in the role and helps you understand how you can contribute to their goals.