Customer Success Associate

Thrive Global

70d • $75,000 - $85,000

About The Position

The Customer Success Associate (CSA) is an excellent opportunity for anyone looking to build a career in Customer Success. CSAs at Thrive are an integral part of the Customer Success team, supporting our Customer Success Managers and Customers with a variety of customer activities across our Cultural Activation and Technology offerings. These activities can range from webinar/event support, delivering product demos, basic platform customization, to handling Tier 1 customer support requests. The Customer Success Associate will help design and launch processes, workflows, and automations that drive internal efficiencies. This role will up-level the effectiveness of our Customer Success Team, and deliver greater value to our customers.

Requirements

• Strong communication, analytical, problem-solving, and project management skills.
• Experience using Salesforce, G-Suite, Qualtrics, ChurnZero, and Microsoft products (Powerpoint, Excel).
• Working knowledge of other data and/or customer management tools like Confluence and Looker is a plus.
• Experienced in coordinating multiple events and schedules with precision and in a timely manner.
• Comfortable communicating with executives both internally and externally.
• A track record of building trust amongst peers to help deliver exceptional client-facing experiences.
• Equipped with an exceptional ability to prioritize, manage time and anticipate needs.
• A history of organizational excellence and a desire to continuously evaluate and improve existing processes.
• Comfortable receiving and providing compassionately direct feedback.
• Passionate about changing how we work and live.
• Passion for customer success.
• Problem-solving mindset and entrepreneurial spirit.

Nice To Haves

• Experience working across different web platforms (customer support and project management tools especially!).

Responsibilities

• Oversee live training webinar scheduling, and serve as a liaison between Customer Success Managers (CSMs) and Facilitators.
• Support live events by scheduling, event preparation, and logistics, including attending live events as a representative of Thrive.
• Support virtual events with scheduling, preparation, tech checks, introducing trainer(s), managing live chat, and launching poll questions.
• Analyze customer webinar registration/attendance data, and highlight overall product adoption through Thrive App statistics.
• Capture 'raving fans' by recording quotable content throughout live customer webinars.
• Become an expert in the Thrive platform by handling Tier 1 customer support tickets and working cross-functionally to drive tickets to completion.
• Identify opportunities to improve the end-to-end training coordination process.

Benefits

• Being part of a mission-driven company that’s truly making a difference in the lives of people around the world.
• Ability to develop within the company and shape our growth strategy.
• A human-centric culture with a range of wellness perks and benefits.
• A competitive compensation package.
• Medical, dental and vision coverage + 401k program with company match.
• Generous paid time-off programs.
• Compensation for this role depends on level, and will likely fall in the $75,000-$85,000 range.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees