Client Success Manager

Cluj-Napoca, RO | Job Posted 25/02/2020. 

About the team:

The Client Success Manager will work in support of the Client Managers to deliver the operational client plan for each Client and is accountable for Client satisfaction of our services, acting often as a point of escalation. They will work alongside Thomsons Delivery teams on a vast range of BAU activities for our clients, to ensure our Client Managers are able to focus on delivering to the team’s Revenue, Retention and Relationship targets.



The role and your mission:

  • You will be responsible for supporting a portfolio of accounts
  • Owning the service delivery to our clients and supporting technology implementation
  • Providing excellent service and being the first point of contact for clients
  • Helping to resolve client issues in a timely manner with the help of our internal teams (sales, solutions delivery, technology & support)
  • Working to achieve the KPIs, retention & growth targets
  • Updating and inputting accurate data into our CRM
  • Ensuring all actions, issues and projects are appropriately managed and communicated via action logs, scoping documents and regular Client calls
  • Questioning & listening to Clients to identify problems, in order to create and implement appropriate solutions
  • Assisting with the completion of all Client Benefit Selection Window Planning and all annual milestone tracking to ensure we deliver and report achievements to our Clients
  • Assisting the Client Manager in preparing for Client meetings and follow up actions

What skills and values you will bring:

  • Excellent command of both English and Romanian languages
  • Experience liaising with clients in a B2B or B2C role (min. 2yrs)
  • Strong verbal, communication and presentation skills
  • Ability to build strong internal and external relationships
  • A clear drive & ability to work closely with other teams, to deliver to our Clients
  • The ability to concurrently work on several Clients and juggle multiple priorities when under pressure
  • Bachelor’s degree or combination of education and experience required
  • Good knowledge of Excel

Our PINK benefits and culture:

  • A fail-friendly environment that encourages learning and initiative
  • A yearly budget and the opportunity to build your own flexible benefits package
  • Work as part of a geographically distributed team, with colleagues in the UK and Singapore
  • Fast-paced, agile work environment and the opportunity to work with our impressive clients