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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer relationship management, contract management, and strategic account expansion while driving customer advocacy and satisfaction. Proficient in project management, process improvement, and leveraging technology to optimize service utilization.
Highest-signal resume keywords
Customer Relationship ManagementContract ManagementProject ManagementProcess ImprovementCustomer Advocacy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital ExperienceChange ManagementRisk ManagementFinancial AcumenAgile Methodology
Soft Skills
Active ListeningLearning AgilityProactive ApproachAccountability
Tools & Technologies
ServiceNow PlatformCustomerGauge
Certifications & Qualifications
ITILITSMLean Six Sigma
Industry Keywords
Managed ServicesNPSCSATRetentionEngagement KPIs
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Build strategic relationships with key client stakeholders
- Identify current pain points and desired outcomes affected by contracted services
- Provide measurable customer value realization
- Partner with Thrive resources to solve complex customer problems
- Help customers optimize utilization of existing and available products and services
- Ensure best-practice adoption across customer environments
- Drive product adoption, customer satisfaction, health scores, advocacy, and referenceability
- Manage contract P&L and improve year-over-year performance
- Identify opportunities to expand account revenue
- Prepare and drive successful contract renewals
- Manage customer onboarding activities
- Facilitate training and enablement
- Drive customer advocacy initiatives
- Manage and resolve escalations promptly
- Serve as primary point of contact and customer advocate for assigned accounts
Requirements
What you’ll need- Build strategic relationships with key client stakeholders
- Identify client pain points and desired service outcomes
- Solve complex customer problems with internal resources
- Optimize customer utilization of products and services
- Ensure best-practice adoption
- Manage contract P&L
- Identify account expansion opportunities
- Prepare and drive contract renewals
- Manage customer onboarding activities
- Facilitate training and enablement
- Drive customer advocacy initiatives
- Manage and resolve escalations promptly
- Customer relationship management
- Business operations
- End-to-end change management
- 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 business owner
- Basic understanding of AI and workflow principles
- Active listening and learning agility
- 5+ years of digital experience as a CDM; Managed Services experience is a plus
- Strong general business acumen; financial/P&L acumen is a plus
- ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
- College degree in a related field preferred or commensurate work experience
- General understanding of technology and managed services
- Agile methodology and Six Sigma are helpful
- Experience with ServiceNow Platform and CustomerGauge
- Familiarity with NPS/CSAT, retention, NRR/GRR, and engagement KPIs