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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, driving product adoption, and managing contract P&L while ensuring customer satisfaction and advocacy. Proficient in project management, process improvement, and change management within a digital and managed services context.
Highest-signal resume keywords
Customer Relationship ManagementProject ManagementChange ManagementITIL/ITSM CertificationLean Six Sigma 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
Digital ExperienceBusiness OperationsProcess ImprovementRisk ManagementKPI TrackingContract ManagementCustomer OnboardingTraining FacilitationAgile MethodologyBasic AI Principles
Soft Skills
Customer-Centric AttitudeProactive ApproachActive ListeningLearning AgilityResults-Oriented Accountability
Tools & Technologies
ServiceNow PlatformCustomerGauge
Certifications & Qualifications
ITIL CertificationITSM CertificationLean Six Sigma Certification
Industry Keywords
Managed ServicesContract RenewalsValue RealizationCustomer AdvocacyStakeholder Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Build strategic relationships with key client stakeholders
- Identify client pain points and desired outcomes affected by contracted services
- Provide measurable customer value and drive value realization
- Partner with Thrive resources to solve complex customer problems
- Help customers optimize utilization of products and services
- Ensure best-practice adoption across customer environments
- Drive product adoption, customer satisfaction, advocacy, referenceability, and account health
- 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
- Track KPIs including NPS/CSAT, retention, NRR/GRR, and engagement
Requirements
What you’ll need- 5+ years of digital experience as a CDM (Managed Services experience a plus)
- Strong general business acumen (financial/P&L acumen 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
- Customer relationship management
- Business operations
- Change management (end-to-end)
- Process improvement
- Project management (scoping, planning, milestone tracking, documentation)
- Risk management
- Customer-centric attitude and proactive approach
- Ability to work with and across functional teams
- Results-oriented accountability as customer advocate and Thrive business owner
- Basic AI and workflow principles
- Active listening and learning agility
- Agile methodology and Six Sigma are helpful
- Familiarity with ServiceNow Platform and CustomerGauge