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Senior Performance Client Success Manager
Location
United States
Posted
129 days ago
Salary
$77K - $102K / year
Seniority
Senior
Job Description
Senior Performance Client Success Manager
Thryv
• Leads the onboarding experience for Thryv and Thryv Marketing clients while clearly defining and gaining agreement on customer expectations. • Effectively educates, demonstrates, and recommends relevant features and lead handling based upon the client’s goals. • Ensures the client’s campaign program is fulfilled and launched according to the primary focus/service, targeting the client’s preferred geography. • Oversees campaign setup ensuring success and conducts optimizations during the initial months to achieve campaign goals. • Completes preview of all live products in preparation of onboarding and strategy calls. • Conducts subsequent calls with client until goals and priorities are met. • Walks client through the knowledge center, videos, live chat, and email, offering multiple methods of assistance to suit the client’s needs. • Provides on-demand support for clients and sales partners, including managing change requests, reviewing performance reports, and assisting with renewals. • Proactively recommends optimization strategies for underperforming and escalated accounts. • Initiates proactive client outreach and conducts strategy calls with assigned clients. • Evaluates client's performance and usage, educates clients, provides recommendations, and implements changes to help improve performance, including advising on marketing budget adjustments to enhance results. • Anticipates client’s needs and offers solutions to continuously improve software usage and campaign performance. • Facilitates client issue resolution during onboarding and strategy calls by collaborating with cross-functional teams such as sales, product, and operations, while keeping clients informed throughout the process. • Provides technical support as needed and troubleshoots issues by replicating them to identify root causes. • Proactively optimizes lead volume and quality by analyzing campaign performance and adjusting strategies to consistently meet client needs and lead estimates.
Job Requirements
- Bachelor's degree (or international equivalent) or equivalent experience, required
- 5+ years of related experience, required.
- 3+ years in a Thryv Performance Client Success Manager role
- Call center and client-facing experience.
- Thryv and Thryv Marketing experience.
- 9+ years of related experience, preferred.
- Ability to retain and demonstrate high digital expertise to engage and educate clients, set clear expectations, and maximize overall client experience and satisfaction.
- Ability to work as part of a team in a dynamic, technical environment, and pass regular certifications.
- Attend development courses as necessary.
- Advanced analytical, strategic, critical thinking, and decision-making skills with proficiency in multiple systems such as Salesforce, Telephony Systems, MS Office, Vision, Thryv and Thryv Marketing Platform.
- Excellent communication skills, both written and verbal, with the ability to articulate clearly using exemplary grammar, spelling, and proofreading skills.
- Expert knowledge of Thryv SaaS and Thryv Marketing solutions with the ability to demonstrate product expertise and digital proficiency to build client enthusiasm and confidence.
- The ability to influence and effectively build rapport with clients and internal partners, demonstrating features and introducing new and innovative ideas to increase usage while providing excellent customer service.
- Time management skills with the ability to proactively plan, prioritize, and provide thorough and consistent follow up while remaining organized and detail oriented.
- Ability to travel less than 5% of the time.
- Must be 18 years of age or older.
- Must successfully complete pre-employment screening process, as required.
- Must successfully complete any required training or orientation courses, as needed.
Benefits
- Competitive medical, dental, and vision plans, plus a wellness program with added incentives
- 401(k) savings plan with company match and employee stock purchase plan
- Continuing education benefits with tuition assistance programs
- One week of paid time off at the end of the year, in addition to our standard paid time off policy.
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