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Customer Engagement Manager
2 months ago
Client Success Manager | SaaS | Remote
About Thyme Tech
Thyme Tech is a dedicated social enterprise focused on ensuring every child has the opportunity to reach their full potential. Since inception, we have been addressing the gaps in school readiness across the UK, aiming to empower families to provide the best possible start for their children, thereby enhancing health and educational outcomes for all.
Position 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.
Under the guidance of the Head of Marketing & Partnerships, your primary responsibilities will include fostering 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 online training sessions confidently 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 guidance to clients to ensure they maximize the benefits of our products and services.
- Lead the onboarding process for new clients, ensuring a seamless implementation of our solutions.
- Develop and refine the client implementation playbook and related resources.
- Utilize automation and best practices to enhance efficiency in client management.
- Collaborate with internal teams to customize solutions for complex client needs.
- Train clients and stakeholders to facilitate the adoption of our products and services.
- Monitor client accounts to identify opportunities for upselling.
- 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 loops to drive continuous improvement.
- Assist the Marketing team in developing customer case studies, success stories, and testimonials.
- Participate in industry events to promote our solutions and showcase 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 tech tools (Google Suite, Slack, Trello).
- Experience with B2G, the public sector, or voluntary and community sector (VCS) is highly desirable.
