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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 driving product adoption while ensuring customer satisfaction and value realization. Proficient in project management, process improvement, and change management within managed services environments.
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 ManagementContract ManagementKPI TrackingCustomer OnboardingValue RealizationEscalation ManagementAccount Expansion
Soft Skills
Customer-Centric AttitudeProactive ApproachTeam PlayerActive ListeningLearning Agility
Certifications & Qualifications
ITIL CertificationITSM CertificationLean Six Sigma Certification
Industry Keywords
Managed ServicesCustomer AdvocacyP&L ManagementNPSCSATNRRGRRWorkflow Principles
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Build strategic relationships with key client stakeholders
- Identify client pain points and desired outcomes affected by contracted services
- Deliver measurable customer value and drive value realization
- Solve complex customer problems with Thrive resources
- Help customers optimize use of products and services
- Ensure best-practice adoption across customer environments
- Drive product adoption, customer satisfaction, advocacy, and referenceability
- Manage contract P&L and improve year-over-year performance
- Identify account expansion opportunities
- Prepare and drive successful contract renewals
- Manage customer onboarding activities
- Facilitate training and enablement
- Drive customer advocacy initiatives
- Manage and promptly resolve escalations
- Serve as the primary point of contact for assigned accounts
- 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
- Team player capable of working with and across functional teams
- Results oriented and accountable as customer advocate and Thrive business owner
- Basic understanding of AI and workflow principles
- Active listening and learning agility
- Willingness to advance current knowledge level