Launch Specialist, Thinkific

• Passionate about empowering innovative thought leaders to grow successful businesses through education
• Has 4+ years of experience in account management, customer success, and/or implementation support
• Is an independent problem solver and tech savvy. They can work through a problem and find just the right solution for their client, even when that may mean diving into a new technical program
• Has a great attitude and is a team player with a passion for seeing others succeed
• Communicates effectively with technical and non-technical people, both verbally and through writing
• Loves to learn and grow. They continue to look for ways to level up their skills, whether through formal education, new professional experiences

Desirable

• As a Launch Specialist, you’ll be working with customers as they onboard to Thinkific Plus
• Your primary responsibility will be to develop and execute comprehensive launch plans for clients within your portfolio, and help them manage their project to achieve first value
• This will involve goal setting, consulting on their education tech stack, and providing guidance on how to best leverage the Thinkific platform (and connected systems) to support their intended business objectives
• Reporting into a Sr. Manager, Customer Success, you’ll act as a subject matter expert on the Thinkific platform, and you’ll play a vital role in getting our customers launched quickly and successfully
• Your goal will be to help customers successfully launch their businesses on Thinkific by being a subject matter expert and resource for them
• You'll create thoughtful, strategic launch plans by partnering with each customer to define clear measurable goals aligned to their business objectives
• Facilitate a smooth onboarding process by building a trusted partnership that includes helping Plus customers “learn the ropes” of the Thinkific platform. This includes sharing best practices for site set up and content migration, making personalized recommendations, and guiding them towards successful use of our product
• Drive customers toward their launch goals by keeping them focused on success metrics, proactively identifying and addressing risks, and celebrating milestones along their journey
• Solve technical questions (leveraging support from internal teams when necessary) including those on topics like API, SSO, and Liquid Theme Code Customizations, and automations (via API, Webhooks, and/or Zapier) with third party systems based on the customer requirements and goals
• Liaise with the Sales and Customer Success Management (CSM) teams for a seamless customer experience from pre-sales through onboarding and a smooth post-launch handoff to the CSM team. You will also work closely with CSMs to share potential upsell opportunities during the Launch phase
• Collect feedback and advocate for customers’ needs, while closely collaborating with Product Managers to scope out future features
• Connect customers with Thinkific Experts to help realize their vision – whether through learning experience consulting, customer design, or advanced development or integration services
• Project manage each client through their Launch journey in order to achieve their specific success metrics within a desired timeframe, measured by ‘time to launch’
• Maintain high levels of customer satisfaction, measured by NPS