Manage day-to-day client success KPIs within assigned client base, including case management within ServiceNow
Participate in client onboarding, portal training, general Thrive education, and early engagement to ensure smooth adoption and initial value realization
Act as an operational advocate, support during escalations and maintaining strong client relationships through proactive communication
Monitor performance metrics (CSAT and NPS), identify trends, manage client communication and provide actionable insights to leadership
Partner with Service Delivery and the Retention team on client quality improvement plans, and effectively work with the internal departments to achieve agreed upon enhancements and deliverables

Requirements

5+ years in client success or technical program management within technology/SaaS
Strong communication, analytical, and problem-solving skills
Familiarity with ServiceNow, Salesforce and Microsoft Office
4-year college degree with 2 years client facing experience in a client success type of role partnering with service delivery teams is preferred
In lieu of a degree, 5 years client facing experience in a client success type of role partnering with service delivery is required

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

case managementclient success KPIsperformance metricsCSATNPSclient onboardingportal trainingdata analysisproblem-solving

communicationanalyticalrelationship managementproactive communication