Successfully roll out ThoughtFull’s offering to clients by ensuring high utilisation rates within launch week
Increase and retain client engagement rate on ThoughtFullChat
Evaluate and improve client success workflow to improve efficiency by 50%
Responsibilities
Own and cultivate meaningful and deep relationships with key client stakeholders.
Partner with clients to define desired organisational outcomes and develop a joint success plan, focusing on maximising value realisation of ThoughtFull’s offerings.
Support clients in achieving onboarding and activation milestones and in driving product engagement.
Grow relationship with customer from client to advocate, and support internal advocacy efforts on behalf of ThoughtFull.
Develop a deep understanding of client needs, requirements and macro market trends.
Proactively monitor client data and insights to iterate and optimise client experience, identify expansion opportunities and mitigate renewal risk.
Drive improvements in internal workflows and resources to elevate the quality and efficiency of the Client Success team.
Collaborate cross-functionally across ThoughtFull’s Business Development, Operations and Clinical Team to drive outcomes and redefine our Client Success model.
Requirements
Minimum of 2-3 years of experience in customer success, sales, business development, or consulting
Ability to build relationships and trust with different client stakeholders
Self-driven, motivated and entrepreneurial; ability to own outcomes and make things happen
People-centric, driven by a desire to make a significant positive impact
An ‘Innovative rain-maker’, you have the ability to proactively identify improvement areas as well as create and drive innovative solutions
Excellent written and verbal communication skills; can communicate clearly and effectively
Data-driven and utilise qualitative and quantitative analysis of data and analytical insights to drive decision making