Manage the full B2B client journey, from onboarding to ongoing support, ensuring smooth adoption of Thryv's solutions. Collaborate with clients to understand their short- and long-term business goals and align our tools to meet those needs. Provide personalized guidance and act as the main point of contact for issue resolution and day-to-day support. Assist clients with marketing efforts, helping them promote their business and improve their online presence. Identify opportunities for cross-selling and upselling to increase client value and drive business revenue. Work closely with internal teams to ensure clients experience ongoing success and growth with our platform. Support digital transformation for small businesses by simplifying their operations and enhancing client engagement. Lead and support a team of CSRs, monitoring daily operations and ensuring policy and quality compliance. Design and deliver training programs, learning plans, role-plays, and skills transfer to develop staff capabilities. Analyze customer service metrics to pinpoint root-cause issues and drive efficiency and satisfaction gains. Oversee team payroll projections and handle related administrative tasks.

Operations & Client Success professional with expertise in managing client portfolios through data-driven strategies, performance analysis, and personalized solutions. Proven success in cross-selling and upselling to drive revenue growth, optimize operations, and enhance customer satisfaction and retention in fast-paced environments.

Bilingual Customer Service Representative with a strong background in effectively managing customer inquiries and resolving issues. Skilled in communication, problem-solving, Tech Support, and maintaining a high level of customer satisfaction.