Customer Success Associate
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 scheduling and support, working with cross functional teams, delivering product demos, and basic platform customizations. The Customer Success Associate will help enhance 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
- Bachelor’s degree from an accredited college or university required
- Strong communication, analytical, problem-solving, and project management skills
- Experience using Salesforce, G-Suite, AI tools, monday.com, and Microsoft products (Powerpoint, Excel)
- 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
- Detail-oriented, energetic, and excel at being helpful to both customers and colleagues.
- Experience with managing multiple calendars in various time zones and are comfortable scheduling at a global level.
- Love the fast pace and excitement of a high-growth environment.
- Obsessed with organization, meeting project deadlines, and delivering high-quality customer interactions.
- Enjoys learning new technologies and has experience working across different web platforms (customer support and project management tools especially!)
Nice To Haves
- Working knowledge of other data and/or customer management tools like Coda and Looker is a plus
Responsibilities
- Oversee webinar scheduling, and serve as a liaison between Customer Success Managers (CSMs) and Facilitators.
- Support virtual events with scheduling, preparation, tech checks, introducing facilitator(s), managing live chat, and launching poll questions/surveys.
- Support live events by scheduling, event preparation, and logistics, including attending live events as a representative of Thrive.
- Analyze customer webinar registration/attendance data, and highlight overall product adoption through Thrive App statistics.
- Capture “Thrive Champions” by recording quotable content throughout live customer webinars.
- Partner with Design, Content, and Localization to submit briefs, manage turnaround, and review assets.
- Build and launch platform customizations including Challenges, Banners, and Messages.
- Identify opportunities to improve our process end-to-end.
Benefits
- Medical, dental, and vision coverage
- 401(k) program with company match
- Generous paid time-off programs
- Thrive Time, a benefit unique to Thrive that gives employees additional paid time off after major projects or intense periods of work to truly recharge and recover.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
