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
Client Success Manager in City of London employer: Thrive
Thrive is an exceptional employer that fosters a dynamic and supportive work culture, perfect for those looking to grow their careers in technology solutions. With a focus on employee development, Thrive offers comprehensive training and opportunities for advancement, all while maintaining a vibrant, fast-paced environment in which hard work is balanced with fun. Located in a thriving tech hub, employees benefit from a collaborative atmosphere that encourages innovation and client success.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thrive. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thrive before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thrive:Your cover letter is your chance to shine! Tell us why you want to work at Thrive specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thrive!
How to prepare for a job interview at Thrive
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
