Thrive

Manager

• Build and maintain a positive team culture focused on enriching the client experience
• Develop a deep understanding of the cloud-based services and products within the Thrive product catalog
• Monitor and assign service deployment tasks to analysts
• Assess and enhance the technical skills of engineers within the Cloud Deployment team through the development of engineering processes and standardizations
• Actively manage assigned engineering tasks with the goal of improving time required to activate service
• Effectively communicate with project managers and client technical and non-technical staff to explain deployment progress, statuses, requirements, etc.
• Serve as team manager with responsibilities including technical escalation, technical training, time sheet review, PTO approval, overtime hour submittal, expense review/approval/submittal

Service Deployment Manager

Platform Engineer

• Support internal staff and clients in utilizing systems to manage and support their environments
• Maintain the security of clients through the patching process
• Review cases and assign cases to the appropriate team member
• Create patching change control documents and manage the tasks
• Create documentation of processes when needed
• Onboarding new clients and follow up with the implementation team to ensure required information
• Work with team members to create and update documentation
• Review coming tasks and cases and assign them to the proper resources
• Keep up with education on new features to provide support and training to staff and clients
• Assist other team members with tasks as time permits
• Work outside of regular business hours on nights and weekends as needed

Platform Services Engineer

• Rapidly assess and triage escalated issues, aligning resources and communication to drive resolution with minimal business impact
• Facilitate collaboration across engineering, service delivery, and customer success teams to resolve complex incidents and prevent recurrence
• Monitor and analyze performance metrics, producing actionable insights that inform team development and process refinement
• Coach and mentor escalation specialists and incident responders, fostering a psychologically safe environment
• Serve as a strategic voice for the customer, ensuring feedback loops are closed and insights are integrated into service improvements
• Uphold and evolve escalation, incident, and problem management protocols, ensuring consistency, clarity, and compliance with SLAs
• Identify procedural gaps and lead initiatives to enhance service delivery, communication cadence, and incident response maturity
• Lead stakeholder briefings, document progress, and escalate with precision when needed
• Report directly to the Director of Centralized Services and model calm leadership under pressure

Manager, Escalation and Incident Response

• 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.

Service Deployment Manager

Platform Services Engineer

Manager, Escalation and Incident Response

Manager, M365 Implementation

Client Retention Manager