Thrive

• Build, maintain and expand strong, trust-based relationships with key stakeholders within customer organisations. • Understand client objectives, challenges, and opportunities to effectively position Thrive solutions. • Effectively and proactively identify upsell and cross-sell opportunities within existing accounts. • Develop account strategies and plans that support the business objectives of your customers as well as Thrive’s overall company goals. • Collaborate with Product, Sales and Marketing teams to develop strategies for organic growth. • Proactively manage the renewal process for subscription-based clients. • Build a strong value based proposition for customer renewals, anticipating and mitigating potential renewal challenges and ensuring a high renewal rate. • Facilitating de-escalation and return to health plans for customers - bring the right people to the right conversations and driving these matrix teams to achieve positive outcomes. • Collaborate closely with Professional Services, Customer Success and Customer Support teams to ensure a cohesive approach to account management which maximises on customer satisfaction and delivers exceptional, demonstrable value through the customer journey. • Develop a deep understanding of Thrive’s solutions and future innovations to clearly communicate the value proposition of our solutions to customers. • Collaborate closely with Customer Success to track and monitor key performance indicators related to account health, adoption, engagement and success metrics, showcasing the impact on customer satisfaction, retention, and revenue growth. • Stay updated on industry trends, market competition, and emerging technologies, providing strategic insights to customers. • Propose and drive enhancements to optimise Account Management processes and overall efficiency.

• Build sandboxes and demonstrate Thrive Learning's products to potential customers • Support the sales team with technical presentations and proposals • Creation of documentation throughout the Sales Process, including assisting Internal Handover • Stay up-to-date on the latest educational technology trends • Stay up-to-date on our competitors and the market • Provide feedback on new features and ideas to the product development team

• Responsible for managing the day-to-day operations and support of our core ERP, currently ServiceNow, and related software (the “digital platform”). • Collaborate closely with peers, senior management, and other business stakeholders to help identify, assess, implement, operationalize, and support digital platform capabilities in support of strategic objectives and operational requirements. • Manage a global technical team tasked with configuring and supporting the digital platform. • Provide leadership, guidance, and mentorship to ServiceNow resources, ensuring efficient task completion and adherence to best practices. • Ensure the health and security of ServiceNow through timely patching and upgrades, QA, change management, and continuous improvement of practices and procedures. • Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency. • Manage the development of a support playbook with repeatable processes. • Performance reporting through proactive reviews validating process adherence as well as identification of areas for improvement.

• Deliver high-quality features and developments for SaaS products, working across front-end and back-end technologies. • Provide technical leadership, supporting team members to deliver against dependable estimates while evolving best practices. • Collaborate with senior stakeholders to refine and execute the technical roadmap, ensuring alignment with business priorities. • Build and strengthen a developer community, contributing to guilds, sharing knowledge, and driving best practices. • Actively participate in sprint planning and execution, ensuring smooth delivery of incremental improvements. • Document technical approaches and maintain a focus on testing, CI/CD, and scalability.

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process. • Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools. • Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology • Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level. • Manage the daily prioritization, coding, and routing of service incidents and requests. • Follow Thrive's established best practices for task management • Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service. • Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution. • Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

• Provide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests. • Perform secondary response and advanced troubleshooting of escalated customer issues. • Analyze and document unfamiliar client server, workstation, and network environments. • Support and troubleshoot diverse computing environments across a wide range of business clients. • Troubleshoot and resolve high-level workstation, server, and network incidents independently. • Utilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution. • Set and manage client expectations throughout the troubleshooting process. • Develop, document, and help implement client standards based on Thrive best practices.

• Provide remote support across diverse computing environments • Handle escalated incidents and complex service requests • Maintain clear client communication throughout the resolution process • Perform rapid root-cause analysis of incidents • Troubleshoot and resolve high-level workstation, server, and network incidents independently • Utilize software utilities for timely resolution of customer incidents • Document all actions in Thrive’s tools • Support and guide clients on applications, best practices, and infrastructure standards

• Transition clients onto Thrive managed services • Investigate customer project needs by working with account managers to understand project success criteria and technical requirements • Lead projects by assigning tasks to Engineers and communicating statuses to customers through status update emails and meetings • Ownership of the entire project life cycle • Work with the Account team to properly understand client account balance and invoicing needs • Effectively communicate with client technical and non-technical staff by creating digestible project plans that organize tasks into appropriate phases • Completing Project Coordinator tasks when needed • Collaborate with customers and initialize the service order • Convert orders to projects/tasks/change requests for quick execution • Send and receive requests for information (User Roster, Equipment/Application Inventory, Credentials) • Transition new clients to the Project Delivery team (Project Managers and Deployment Engineers) • Work with an Onboarding Consultant to research and confirm the project scope and service inclusions

• Provide remote support across diverse, multi-tenant environments • Handling escalated incidents and complex service requests. • Advanced troubleshooting and implementing changes • Coordinate with other teams and serve as an escalation point • Maintain clear client communication • Analyze and document unfamiliar client server, workstation, and network environments • Support and troubleshoot diverse computing environments • Perform rapid root-cause analysis of workstation-, server-, and network-level incidents • Troubleshoot and resolve high-level incidents independently • Utilize appropriate software utilities for resolution • Set and manage client expectations throughout the process • Guide clients on applications and best practices • Develop, document, and help implement client standards

• Own end-to-end delivery of our most complex, high-value and high-risk implementation projects, from scoping through to go-live and beyond. • Operate with autonomy in ambiguous situations, setting direction and a clear path where one doesn't yet exist. • Develop detailed project plans, work breakdown structures and resource allocation strategies for projects of significant scale and complexity. • Gain deep expertise across Thrive's product suite, ensuring technical deliverables meet platform requirements and customer needs. • Partner with cross-functional teams to establish technical specifications, architecture and design frameworks. • Lead the technical delivery of LMS implementation projects, ensuring seamless configuration, data migration and third-party integrations (e.g. HR systems, CRM, content libraries). • Review customer technical requirements, detailed specifications and user stories to ensure clarity of scope and alignment to the needs documented in the statement of work. • Project manage API setup and testing, automation of user provisioning (e.g. SCIM), and SCORM/xAPI content compatibility testing. • Oversee UAT cycles and coordinate the resolution of technical defects and feature gaps. • Serve as the technical bridge between customers and Thrive's Product & Engineering teams to support solution design and feature rollouts within the implementation phase. • Collaborate with Product and Engineering during implementation to shape features and functionality where client needs impact the roadmap. • Ensure client feedback from implementation is captured and looped into product iteration discussions. • Mentor and coach other Project Managers, sharing expertise and lifting the capability of the wider team. • Act as an escalation point for colleagues facing delivery challenges, helping to unblock and resolve issues. • Provide clear leadership and direction, fostering a collaborative, motivated and high-performing project environment. • Develop and continuously improve the PMO's playbooks, templates, delivery standards and ways of working. • Turn lessons from individual projects into repeatable, scalable practice across the team. • Champion best practice in project management, driving consistency and quality across all implementations. • Build strong, trusted relationships with senior customer stakeholders, fostering long-term advocacy. • Anticipate customer needs and challenges, resolving issues promptly to ensure a smooth onboarding experience. • Spot expansion opportunities, protect project margin, and flag risks to renewals — seeing the whole account, not just the project. • Gather and act on customer feedback to continuously improve delivery and outcomes. • Consistently deliver high customer satisfaction by aligning results with client expectations and success metrics. • Build and nurture relationships with stakeholders up to executive and sponsor level, ensuring their needs and expectations are met. • Identify potential risks early and establish robust contingency plans to mitigate their impact. • Monitor, manage and resolve project risks and issues to avoid delays or disruptions. • Manage the full lifecycle of change requests, including assessment, authorisation, planning and implementation. • Deliver regular project updates, status reports and post-project evaluations to stakeholders, including at senior level. • Maintain clear, detailed project documentation, including plans, meeting notes and artefacts.