Job Description

About Us

We're Thrive Learning, and we’re changing the way people learn at work. We believe learning should be easy, effective, and empowering, not a chore. That’s why we built the industry’s first truly modern, all-in-one learning experience. We didn’t just create a new product; we rewrote the rulebook.

Doing things differently is in our DNA. Our technology is helping over 3 million people worldwide unlock their potential and grow their careers. You've probably heard of some of the brands we work with, like Volvo, Vodafone, Krispy Kreme, and Sky. They trust us to deliver learning experiences that their people actually want to use.

We’re the fastest-growing learning technology company for a reason. Do you want to be part of a team that’s building something that matters and helping people thrive?

The Role

As an Account Director, you will play a pivotal role in growing our customer base, driving customer satisfaction, account expansion, managing risk, renewal and retention. You will be responsible for cultivating strong relationships with customers across diverse industries, understanding their unique needs, and ensuring the successful adoption and utilisation of our solutions in order to secure renewals working with internal experts.

Key Responsibilities

• Client Relationship Management: Build, maintain and expand strong, trust-based relationships with key stakeholders within customer organisations. Understand client objectives, challenges, and opportunities to effectively position Thrive solutions.

• Account Growth & Retention: Effectively and proactively identify upsell and cross-sell opportunities within existing accounts.

• Develop account strategies and plans that support the business objectives of your customers as well as Thrive’s overall company goals.

• Collaborate with Product, Sales and Marketing teams to develop strategies for organic growth.

• Proactively manage the renewal process for subscription-based clients. Build a strong value based proposition for customer renewals, anticipating and mitigating potential renewal challenges and ensuring a high renewal rate.

• Managing Risk, Escalations and the day to day relationship: Facilitating de-escalation and return to health plans for customers - you’ll need to work collaboratively with all functions to plan, execute, and consult on solving key customer challenges and risks - bringing the right people to the right conversations and driving these matrix teams to achieve positive outcomes.

• Cross-functional Collaboration: Collaborate closely with Professional Services, Customer Success and Customer Support teams to ensure a cohesive approach to account management which maximises on customer satisfaction and delivers exceptional, demonstrable value through the customer journey.

• Product Knowledge: Develop a deep understanding of Thrive’s solutions and future innovations to clearly communicate the value proposition of our solutions to customers.

• Reporting & Insights: Collaborate closely with Customer Success to track and monitor key performance indicators related to account health, adoption, engagement and success metrics, showcasing the impact on customer satisfaction, retention, and revenue growth.

• Utilise data insights to identify trends, opportunities, and areas for improvement.

• Competitive Intelligence: Stay updated on industry trends, market competition, and emerging technologies, providing strategic insights to customers.

• Continuous Improvement: Propose and drive enhancements to optimise Account Management processes and overall efficiency.

What We’re Looking For

• Proven experience in account management, specifically at least 5 years in the learning technology industry.

• Able to demonstrate success in balancing achieving revenue and retention targets and driving customer satisfaction - whilst managing risk and escalation with a matrix team..

• Customer-centric with a passion for delivering exceptional customer experiences and a deep understanding of the customer lifecycle.

• Interested in the challenges our customers face, how to solve them and what the latest trends are in our industry.

• Organised, methodical, yet agile and adaptable to changing priorities and requirements, comfortable with ambiguity and high drive towards self motivation.

• Able to communicate confidently and effectively with internal and external stakeholders to drive collaboration and build cross functional working groups.

• Ability to drive accountability and execute actions through collaborative plans, actions and facilitate resolutions across multiple stakeholder groups.

• Ability to proactively map out your account list to help identify expansion opportunities.