Client Success Manager, Thrive

Salary not provided

Salesforce

ServiceNow

Junior and Mid level

London

2+ days a week in office (Pall Mall, London)

Outsourcing technology for cybersecurity, cloud, networking & IT

Job no longer available

Outsourcing technology for cybersecurity, cloud, networking & IT

1001+ employees

B2BSaaSCyber SecurityAutomationCloud Computing

Job no longer available

Salary not provided

Salesforce

ServiceNow

Junior and Mid level

London

2+ days a week in office (Pall Mall, London)

1001+ employees

B2BSaaSCyber SecurityAutomationCloud Computing

Company mission

To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.

Job

Company

Role

Who you are

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
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 Effectively be able to present this information and respond to questions from clients and internal employees
Broad knowledge of Microsoft Office products. ServiceNow and Salesforce a plus

What the job involves

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
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

Salary benchmarks

Our take

Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.

Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of Customer Experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.

Steph

Company Specialist at Welcome to the Jungle

Insights

Glassdoor (3.2)

Company

Company benefits

Comprehensive Benefits Package
Paid Annual Leave and Holidays
401K and Company Match
A Learning Company
Smart and Diverse Environment
Annual Company Events
Flexible Schedules
New Employee Referral Program

Company HQ

Foxborough, MA

Leadership

Rob Stephenson

(CEO (Not Founder))

Previously the Principal at 19 Technologies and was on the Board of Directors for Xand, formerly Access Northeast.

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