Client Success Manager

A Bit About Us

At Thryv, we are a team fiercely devoted to the success of local businesses. We’ve been around in one form or another for more than 125 years, always with one goal in mind — helping small businesses compete and win. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

Alongside providing leading-edge digital, marketing and directory services, we help more Australian businesses connect with their customers through the Thryv platform, giving them a world-class edge in technology.

Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable to paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

Your Future Role

The Client Success Manager is responsible for developing a positive client experience and fostering relationships with Thryv clients from immediately after sale up to the first 6 months of their journey with Thryv.

This role uses in-depth software knowledge – specifically related to how the website, social, listings management and video integrate with Thryv to help clients realize early value from their investment.

Using autonomy, ownership and dedication the Client Success Manager I ensures Thryv clients successfully integrate the tools into their business, build habits and reach desirable activity (frequency of use) which drive longevity and allow Thryv to meet and exceed organizational objectives.

Your Responsibilities

In this role you will be responsible for, but not limited to:

• Conduct and own the onboarding and continued support for Thryv clients who are primarily focused on the website, social, listings management and video components of Thryv while clearly defining and gaining agreement on client expectations.
• Complete physical and mental preparation for initial client meeting, including a full review of all current solutions.
• Act as ongoing point of contact for software and product related needs including proactive outreach regarding education/training, best practices and client issues
• Oversee the completion of the various components / features critical to meeting the client’s objectives and immediate goals.
• Partner with clients to identify short-term and long-term business objectives and create plans to drive toward success, including expectations and timelines for client support based on solution purchased.
• Build client enthusiasm and confidence by demonstrating product knowledge and digital experience and presenting new and innovative ideas.
• Conduct subsequent calls with the client until agreed upon expectations have been met.
• Facilitate client issue resolution during established partnership on behalf of the client leveraging cross-functional teams keeping the client informed until resolution.

A Bit About You

If you have a genuine dedication and passion to support our mission of supporting local business, are self-motivated and demonstrated pride in producing good work in a virtual environment with the ability to be innovative and assertive whilst assessing situations quickly, this could be your next career opportunity.

• A desire to build an in-depth knowledge of Thryv and the demonstrated ability to convey the benefits a client can realise with the software and related services.
• Critical thinker with deductive problem-solving skills and excellent verbal and written communication skills.
• Superb interpersonal and customer service skills with the ability to build rapport and trust over the phone via other media (Chat, Screen Sharing, Video, Email, etc.)
• Demonstrated skill working in a dynamic team, in a fast paced and changing technology environment.
• A verifiable track record of consistently meeting and exceeding objectives with a high-performance, customer-centric vision.
• Ability to use multiple systems such as Salesforce, Telephony Systems, MS Office, Thryv Platform.

What We Offer

• Become part of one of the leading SaaS and platforms businesses on the Australian market.
• Annual salary and performance-based recognition reviews.
• Learning and development support, internal growth opportunities.
• Companywide and team events to celebrate success.
• A diverse and collaborative team culture.
• A competitive salary and bonus structure.
• Up to 12 weeks Paid Parental Leave.
• Access to EAP.
• Generous commission structure.
• Access to hundreds of discounts and savings with external retailers.

Next Steps

With this role commencing on 17th June 2024, apply now to become a part of the Thryv family working in a key customer focused role and be appreciated, rewarded and recognised.

Please feel free to reach out to Shannon Rooney, Team Leader, Talent Acquisition at Thryv on 0467 863 *** or **************@thryv.com for a confidential discussion.

To be eligible for this role, you must be based within geographical proximity to the customers you serve.

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