Client Success Manager - Team Lead

About Us
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview
The Client Success Manager – Team Lead is responsible for proactive coaching and mentorship for their respective team in addition to managing their client base. The CSM Team Lead is also responsible for assisting with any client satisfaction issues that may be experienced by the team members. The goal of this individual is to not only to assist CSMs in servicing our clients, but to ensure that they have an exceptional experience with the Thrive platform by ensuring all Team Members understand process and available resources.

Leadership and Team Management Responsibilities

• With a slightly smaller book of business than the CSM, the Team Lead will be providing mentorship and guidance for respective team members.
• Assist and support Manager, Client Success with team insight as well as identifying and communicating ideas for continuous improvement.
• Assist with client facing conversations during basic escalation issues and present client facing presentations - all with the goal to retain clients and strengthen client/CSM relationships.
• Have a high-level understanding of the team’s client base including their needs and risks.
• Serve as a CSM’s point of escalation on service inquiries, as needed.
• Assist the team with complex items that may require more out of the box thinking for resolution.
• Make recommendations for skill development and training to help team members.
• Foster a positive, client-centric culture within the team and encourage collaboration and knowledge-sharing.
• Help to cover workload when a team member is out of office.

Individual Book of Business 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 Management team 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. 

Qualifications

• 5 years of professional experience in client success, account management, or a related customer-facing role, with at least 1-2 years in a coaching or team lead capacity.
• Previous experience in a technology services company utilizing Salesforce and ServiceNow highly preferred.
• Ability to interpret sales orders, contracts and invoices.
• Effectively be able to present information and respond to questions from clients and internal employees with professionalism and urgency.
• Data-driven mindset with the ability to analyze and act on performance metrics and client feedback.
• Strong interpersonal skills including the ability to build strong relationships both internally and externally with clients.
• Ability to thrive in a fast-paced, dynamic environment.

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