Client Success Manager

About the team
We are always on the lookout for top talent to join our Client Success Management team. If you think you are PINK and want to work with us to delight our clients every day, get in touch!
At Thomsons it is part of our DNA to put our clients at the centre of everything we do. The Associate Client Success Manager will support the Client Success Managers, who are responsible for the operational & commercial running of a portfolio of Clients from an end to end client delivery & relationship perspective. They champion the Client internally to ensure a market leading service experience that surpasses Client expectations.

What skills and values you will bring:

• Excellent command of both English and Romanian language;
• A clear drive & motivation to work with clients;
• Experience liaising with clients in a B2B or B2C role (min. 2yrs);
• Strong verbal, communication and presentation skills;
• Ability to build strong internal and external relationships;
• Proactive person, who demonstrates a ‘Just Do It’ mind-set;
• Ensure that the Brilliant Basics are met and puts the Client at the center of all they do;
• Have the ability to concurrently work on several Clients and juggle multiple priorities when under pressure;
• A clear drive & ability to work closely with other teams, to deliver to our Clients;
• Bachelor’s degree or combination of education and experience required;
• Good knowledge of Excel.

The role and your mission:

• You will be working on a portfolio of clients with a Senior Client Success Manager or Client Success Manager;
• Providing excellent service and being the main point of contact for your clients;
• Responsible for the coordination and success of a client’s day-to-day activities through the maintenance of a toolkit;
• Planning the management of change with the client through to its completion;
• Understanding and supporting the delivery of a client plan;
• Maintaining all relevant systems such as JIRA, Confluence and Salesforce with up to date information;
• Being the point of escalation, where there is a disruption in the expected service, liaising with the Incident coordination team to ensure a satisfactory resolution for the client;
• Demonstrating accountability for client tasks and projects;
• Protecting and retaining your client relationships and existing revenue;
• Increasing SaaS & fee revenue by looking at potential account growth opportunities;
• Helping to resolve client issues in a timely manner with the help of our internal teams;
• Collaborating with sales, solutions delivery, technology & support departments;
• Working to retention & growth targets and other KPIs (Client Retention, Pulse, Revenue);
• High level scoping of Change Requests and raising Statements of Work;
• Supporting marketing events and communications, ensuring our clients are invited to events and webinars and are sent relevant articles and Thought Leadership materials.

Our PINK benefits and culture:

• An opportunity to work in a fast growing, innovative company with lots of room for progression;
• A fail-friendly environment that encourages learning and initiative;
• A yearly budget and the opportunity to build your own flexible benefits package.