About ThoughtFull:
ThoughtFull is a Temasek-backed digital mental health company that provides seamless end-to-end mental healthcare for all through insurers and employee benefits. Through our app, ThoughtFullChat (“TFC”), individuals are empowered to proactively engage with their mental wellbeing to better themselves regardless of where their starting point is – from self-driven learning, to our proprietary one-on-one daily bite-sized coaching with mental health professionals on text, video, or in-person – we run the gamut and meet our users where they are most comfortable. After all, healthy employees make for more engaging and productive work environments.
Our vision is to make mental health a priority for everyone, every day. It’s an audacious dream, but with the right people who are courageous enough to Dream Audaciously, Do ThoughtFully, we believe that this dream can be our future reality. If you are committed to doing the best work of your lives to be the change that you want to see in this world, join us!
Job Description of Client Success Lead
The outcomes you will drive:
- As a team lead, you will be accountable for driving team performance and achieving set goals.
- Balance hands-on work where you are directly responsible for outcomes vs. people management responsibilities where you will help guide, delegate, and empower team members to drive projects that have cross-functional as well as client impact.
- Build and manage a high-performance team that delivers quality servicing and care to the clients we serve.
- Able to create new and/or enhance existing process flows that help optimize and drive outcomes at scale.
- Proactively seeks to implement better ways of working that will promote efficiency and efficacy of time spent working.
- Fast learner and able to demonstrate strong product knowledge in order to serve our clients better.
- Participate proactively to drive product improvements and delivery.
- Develop and deliver activation programs and/or engagement and communications plans at scale (including collaboration with internal teams) to drive education, increase engagement levels and create meaningful quantified impact based on client’s needs.
- Understand, analyze, synthesize micro-level data and insights to make data-driven decisions that can drive the growth and retention of the client book.
- Demonstrate solid account management skills: build rapport with key client stakeholders and able to own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management, quarterly business reviews and driving business growth through renewals by increasing an account’s annual recurring revenue and in parallel, reduce risk of churn.
- Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data, providing valuable recommendations, and identifying opportunities for upselling and cross-selling.
