Client Success Specialist

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Thyme Tech Full time

Client Success Manager | SaaS | Remote

About Thyme Tech

Thyme Tech is a dedicated social enterprise focused on providing every child with the opportunity to reach their full potential. Since inception, we have been working to bridge the gap in school readiness across the UK, empowering families to ensure the best possible start for their children, thereby enhancing health and educational outcomes for all.

Role Overview

We are seeking a proactive Client Success Manager to join our small, remote team. In this role, you will support local authority clients (public sector B2B/B2G) throughout their entire customer journey, ensuring they become engaged and satisfied users of our services.

Reporting to the Head of Marketing & Partnerships, your primary responsibilities will include nurturing client loyalty, maintaining robust client relationships, identifying upsell opportunities, and serving as a trusted advisor to local authorities.

Key Responsibilities

  • Serve as the primary contact for clients, understanding the diverse needs of various stakeholders.
  • Deliver engaging online training sessions to groups of 15-20 participants.
  • Establish and maintain strong relationships with key stakeholders in local authorities and associated health and education teams.
  • Provide strategic insights to clients to ensure they fully leverage the benefits of our products and services.
  • Lead the onboarding process for new clients, ensuring seamless implementation of our solutions.
  • Develop and refine the client implementation playbook and related guidance materials.
  • Utilize automation and best practices to enhance efficiency in client management.
  • Collaborate with internal teams to customize solutions for complex client requirements.
  • Train clients and stakeholders to facilitate the adoption of our products and services.
  • Monitor client accounts to identify potential upselling opportunities.
  • Conduct regular check-ins to evaluate client satisfaction and address any concerns.
  • Document developments and support needs using HubSpot CRM.
  • Advocate for client needs within the organization.
  • Create feedback mechanisms to drive continuous improvement.
  • Assist the Marketing team in producing customer case studies, success stories, and testimonials.
  • Participate in industry events to promote our solutions and highlight client success.
  • Manage the online support desk, addressing queries from clients, practitioners, and users.
  • Oversee app store ratings and reviews, encouraging positive feedback and resolving issues.

Qualifications

  • Bachelor's degree or equivalent industry experience.
  • A minimum of 2 years of experience in customer success or account management.
  • Proficiency with HubSpot CRM (or similar) and basic technology tools (Google Suite, Slack, Trello).
  • Experience with B2G, the public sector, or voluntary and community sector (VCS) is highly desirable.

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