Thrive

Manager

• Manage a team of engineers focused on the implementation of Thrive projects and service offerings within the Microsoft 365 platform
• Serve as an administrative escalation point and task assigner working closely with Thrive’s Project Management Organization (PMO)
• Perform weekly 1-on-1 and team meetings with direct reports
• Develop processes and procedures to drive team efficiency, client satisfaction and positive end user experience
• Identify and sponsor opportunities to create fixed fee service offerings and refine project scopes attached to existing fixed fee offerings
• Serve as team manager with responsibilities including technical escalation, technical training, time sheet review, PTO/Overtime/Expense review and approval
• Assess and assign engineering tasks based on required technical expertise and client needs
• Assess and enhance the technical skills of engineers
• Effectively communicate with project managers and client technical and non-technical staff to inform on project progress, statuses, requirements
• Monitor and approve engineer time sheets

Manager, M365 Implementation

Customer Retention Specialist

• QIP Delivery: Facilitate account teams to identify a clear scope of actionable improvements and drive the delivery of all QIP tasks by the accountable owners to strict timescales. Lead senior Internal and Client stakeholders in QIP reviews to required outcome. Communicate QIP progress and success, sharing effective notes and actions.
• Client Engagement: Foster strong relationships with key clients, including regular check-ins, feedback collection, and addressing concerns promptly. Ensure clients feel valued, heard and gain confidence from your professional approach to help rectify their situation.
• Develop and Implement Retention Strategies: Create and execute comprehensive client retention strategies to increase customer satisfaction and reduce attrition rates. Generate risk response playbooks to advise account teams and utilize data-driven insights to identify areas of improvement and implement necessary changes.
• Data Analysis: Analyze client data and feedback from Clients on QIPs or considered At Risk to identify trends, pain points, and opportunities for improvement. Use this data to inform decision-making and strategy adjustments.
• Cross-functional Collaboration: Collaborate with Service Delivery, Sales, Product Development, Customer Success and other teams to align efforts towards enhancing client satisfaction and retention. Identify product or service enhancements based on client feedback.
• Churn Analysis: Monitor churn rates and identify reasons for client departures. Design and implement measures to help reduce churn.

Manager, M365 Implementation

Client Retention Manager