Careers at Thought Industries

Onboarding Customer Success Manager (Boston, MA or Dublin, Ireland)

We are looking for a rockstar communicator and executor who is excited to be the face of Thought Industries and on the frontlines with our enterprise customers. As an Onboarding Customer Success Manager, you will work with our new customers to ensure their successful configuration and launch of their eLearning site on Thought Industries. You will achieve this through understanding the client’s business model and goals, developing a strong rapport, having a comprehensive understanding of the platform, and executing against a detailed Statement of Work. As a member of the Customer Success team, you will play a pivotal role in training the client, managing their project, workshopping their ideas, and tracking deliverables. As we are highly focused on finding the right individual, remote options exist for this role.

Responsibilities

The Onboarding CSM will be a highly seasoned business leader with an exceptional ability to:

  • Successfully manage a rotating portfolio of 10-15 clients and prioritize amidst multiple competing priorities, escalations, and deadlines
  • Have multiple meetings per day with clients (5-6 hours per day) via screen-sharing to demonstrate industry best practices on the platform, identify creative solutions, and deliver on project milestones and contractual obligations
  • Develop a keen understanding of customers’ unique business needs and challenges and identify and manage any internal resources necessary to realize the client’s goals
  • Act as an advocate for the client, within the business model of TI, and bring back structured requests or feedback to appropriate internal teams
  • Ability to manage expectations regarding product roadmap/product requests
  • Cultivate a strong relationship with client stakeholders and work to keep them fully engaged throughout the process
  • Identify early warning signs of risk and establish internal action plans to address customer concerns
  • Become an expert of the ins and outs of the TI platform and its capabilities in order to consult with clients and help them to achieve their unique goals, including presenting creative solutions to accomplish a specific ‘out-of-the-box’ use case
  • Thirst for identifying new product use cases from existing functionality that align with customers’ unique needs
  • Continually strive to improve onboarding process by enhancing best practices and proactively identifying areas of improvement

Desired Experience

  • 3+ years of experience in a customer-facing or project management role at a technology company, preferably a SaaS and/or start-up environment where speed is key
  • Experience with elearning a plus
  • Ability to multi-task and handle matters with no supervision and with excellent follow up
  • High attention to detail with strong project management and organizational skills
  • Fast learner that thrives in an environment with a lot of change, unpredictability, and limited structure, at times
  • Proven ability to own multiple problems and fully execute on solutions
  • Tech-savvy, adaptable, and comfortable with frequent functionality updates
  • Excellent interpersonal and written communication skills.
  • You have the unique ability to speak to technical details and business strategy in the same conversation
  • Critical thinking and proven ability to solve complex problems
  • Ability to efficiently and effectively respond to a large volume emails and present multiple live trainings per day
  • Proven ability to establish and build effective working relationships, including successfully bringing calm to a tense situation
  • Client-first mentality; ability to empathize and build positive client relationships
  • Experience with project management tools a plus Knowledge of Wrike, Trello, Airtable and Slack a plus
  • Comfortable working independently, but also an excellent team player

If you meet the above requirements, please email us your resume to applicants@thoughtindustries.com

Thanks!

—The Thought Industries Team