Thrive are looking to hire a Client Success Excess to cover maternity leave. It is anticipated that this will be for at least 6 months starting 1st June 2021. In this role, you will be responsible for the build and configuration of the Thrive App platform for new and existing customers. Working closely with the Client Success Manager you will also assist with the ongoing support and post-sales care for all customers. You will be responsible for ensuring that any issues or queries raised by customers are followed up and dealt with by the appropriate member of the team, to the customer’s satisfaction.
You will liaise with clients and the rest of the Thrive team to co-ordinate all activities and deliverables associated with a customer solution and ensure these are released on-time to the agreed level of quality ensuring total Client satisfaction at every step of the process.
The role is focused on proactive communication with customers, identifying improvements and sharing best practice around content, look and feel and helping them achieve improved communication channels with their employees.
The ideal candidate should have a strong technical background, be a good communicator, hands-on, well organised, and comfortable working directly with high profile customers. You should have a track record of implementing and supporting software delivery, and a passion for and knowledge of the mobile technology ecosystem.
Configuration and delivery of the Thrive platform
Product builds and version control
Provide help and guidance to new and existing customers in the use of the Thrive platform
Ensure client communications and queries are followed up to the customer’s satisfaction
Oversee the logging, monitoring and resolution of customer support issues
Triage of support issues and liaise with appropriate team member
Assist with the regular Client Success Reviews of the Customer Apps
Capture Client Success actions in the organisation’s CRM product
Previous experience in client facing service delivery role
Technical background, ideally with exposure to Mobile Technologies. Knowledge of iOS and/or Android App deployment processes would be useful
Flexible person with the ability to multitask across several client projects simultaneously, adapting to rapidly changing environments and requirements
Ability to work with Sales, Clients, Development, and Training teams
Creative, flexible thinker who is willing to take initiative and share alternative solutions with peers and management
Excellent client service skills with a key focus on managing client expectations through excellent communication, both via email & phone with both positive and negative messages
Passionate about clients, willing to go the extra mile to ensure the highest level of client satisfaction
Exceptional documentation and communication skills
Ability to thrive in a fast paced, international, client-orientated environment
Previous experience of working with employee internal communications would be useful
This is a great opportunity for an excellent candidate with a genuine interest in software delivery and internal communications to help deliver and support our platform within a growing team. You will enjoy exciting challenges in a fast-paced environment whilst working with mobile technologies.