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Customer Success Associate

Thrive Global

Thrive Global

Customer Service, Sales & Business Development
Remote
Posted on Tuesday, January 9, 2024

Thrive is a leading behavior change technology company founded by Arianna Huffington in 2016 with the mission to end the stress and burnout epidemic. Thrive helps individuals and organizations improve well-being, performance and mental resilience with its AI-powered behavior change technology platform. Thrive’s Microsteps – small, science-backed steps to improve health and productivity – have been adopted by employees at more than 125 organizations in over 140 countries, from frontline and call center workers to executives at multinational companies.

If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.

The Customer Success Associate (CSA) role 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 requests, 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.

If you’re not sure that you’re 100% qualified, but this sounds like a role you would Thrive in – we want you to apply! We believe skills are transferable and passion for our mission goes a long way.

Who You Are:

  • You’re detail-oriented, energetic, and excel at being helpful to both customers and colleagues.

  • You have experience with managing multiple calendars in various time zones and are comfortable scheduling at a global level.

  • You love the fast pace and excitement of a high-growth environment.

  • You’re obsessed with organization, meeting project deadlines, and delivering high-quality customer interactions.

  • You’re someone who enjoys learning new technologies and has experience working across different web platforms (customer support and project management tools especially! We use Zendesk & Monday.com)

How You'll Contribute:

  • 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.

Must Haves:

  • Strong communication, analytical, problem-solving, and project management skills

  • Experience using G-Suite 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

What We Offer:

  • 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