Client Success Manager

Cluj-Napoca, RO | Job Posted 25/02/2020. 

About the team:

At Thomsons, it is part of our DNA to put our clients at the centre of everything we do. We are a high performing, resilient team working with some of the world’s best-known brands.

We are the voice of the client internally at Thomsons. This role will involve both managing a small portfolio of clients and supporting Lead Client Success Managers to deliver to each client the operational success plan.

 

 

The role and your mission:

  • Developing a trusted adviser relationship with multiple client stakeholders to expand engagement across the client organisation
  • Identifying the key stakeholders and developing those relations, ensuring you have documented the full client internal organization chart
  • Understanding the clients’ strategic business objectives and those of individual stakeholders
  • Being responsible for creating the Client Success Plans
  • Being responsible for a portfolio of Digital clients ensuring their success with Darwin
  • Working alongside a Lead Client Success Manager, helping them to deliver the client success plans
  • Using measures of client health to drive insights, to identify and mitigate areas of risk, and to take proactive action
  • Successfully retaining a portfolio of clients through contract renewals, whilst maintaining profitability
  • Providing excellent service and being the main point of contact for your clients
  • Bringing in the Darwin or MMB expert at the right time to maximize the upsell and cross sell opportunities
  • Protecting and retaining your client relationships and existing revenue
  • Working to retention & growth targets and other KPIs (Revenue, Pulse & Retention)
  • Recognizing client white space and seeking out opportunities
  • Helping to resolve client issues in a timely manner with the help of our internal teams: Sales, Solutions Delivery, Technology & Support departments
  • Maintaining all relevant systems such as JIRA, Confluence and Salesforce with up to date information
  • Supporting marketing events and communications ensuring our clients are invited to events and webinars and are sent relevant articles and Thought Leadership
  • Orchestrating and running regular Business Review meetings – seeking feedback from clients on what’s working well/ what improvements they want to see
  • Preparing and presenting best practice templates for Business Review meetings

What skills and values you will bring:

  • Excellent command of both English and Romanian languages
  • Experience liaising with clients in a B2B role (min. 2 years’ experience)
  • Recent experience with owning a portfolio of accounts
  • Commercially aware and understand the impact that their performance has on individual, team and company objectives.
  • Strong communication and presentation skills
  • Ability to build strong internal and external relationships
  • A solution focused and driven person
  • Ability to concurrently work on several clients and juggle multiple priorities when under pressure
  • Bachelor’s degree or combination of education and experience required
  • Experience in working in the Technology industry is preferable
  • Ensure that the team’s Brilliant Basics are met and puts the client at the centre of all they do
  • Proactive, passionate person who demonstrates a ‘Just Do It’ mind-set
  • Very organized, with strong time management skills they plan proactively and manage expectations well

Our PINK benefits and culture:

  • A fail-friendly environment that encourages learning and initiative
  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in the UK and Singapore
  • Fast-paced, agile work environment and the opportunity to work with our impressive clients