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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building strategic client relationships, driving customer value realization, and managing contract P&L. Proficient in optimizing product utilization and leading change management initiatives to enhance customer satisfaction and revenue growth.
Highest-signal resume keywords
Customer Relationship ManagementValue RealizationContract P&L ManagementServiceNow Platform ExperienceITIL/ITSM Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Change ManagementProcess ImprovementProject ManagementRisk ManagementDigital ExperienceAgile MethodologyLean Six SigmaKPI TrackingCustomer AdvocacyTraining and Enablement
Soft Skills
Active ListeningLearning AgilityCustomer-Centric ApproachProactive Problem SolvingAccountability
Tools & Technologies
ServiceNow PlatformCustomerGauge
Certifications & Qualifications
ITIL CertificationLean Six Sigma Certification
Industry Keywords
Business OperationsDigital ExperienceManaged ServicesCustomer SatisfactionContract Renewals
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Build strategic relationships with key client stakeholders
- Identify customer pain points and desired service outcomes
- Drive measurable customer value realization and success outcomes
- Partner with Thrive resources to solve complex customer problems
- Optimize customer utilization of products and services
- Drive best-practice adoption across customer environments
- Manage contract P&L and improve year-over-year performance
- Identify account growth opportunities and expand revenue
- Prepare and drive successful contract renewals
- Manage customer onboarding activities
- Facilitate training and enablement
- Drive customer advocacy initiatives
- Manage and resolve escalations promptly
- Track KPIs including NPS/CSAT, retention, NRR/GRR, and engagement
Requirements
What you’ll need- Build strategic relationships with key client stakeholders
- Identify current pain points and desired outcomes affected by services under contract
- Provide measurable value to the customer (Value Realization)
- Solve complex customer problems by partnering with Thrive resources
- Help customers optimize utilization of existing and available products and/or services
- Ensure best practice adoption across the customer environment
- Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Manage contract P&L
- Expand revenue in accounts through opportunity identification
- Prepare and drive successful contract renewals
- Strong mixture of ITIL and business acumen
- Experience with ServiceNow Platform and CustomerGauge
- Customer relationship management
- Business operations
- Change management (end-to-end)
- Process improvement
- Project management, including scoping, planning, milestone tracking, and documentation
- Risk management
- Customer-centric, proactive approach
- Ability to work across functional teams
- Accountability as customer advocate and Thrive business owner
- Basic understanding of AI and workflow principles
- Active listening and learning agility
- 5+ years of digital experience as a CDM
- Strong general business acumen; financial/P&L acumen is a plus
- ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
- College degree preferred in a related field or commensurate work experience
- General understanding of technology and managed services
- Agile methodology and Six Sigma are helpful
- Willingness to travel to client sites