Launch Specialist

Summary

Join Thinkific, a leading online course platform, as a Launch Specialist! You will work directly with Plus customers, guiding them through onboarding and launch processes. Responsibilities include developing comprehensive launch plans, providing technical support, liaising with sales and customer success teams, and collecting customer feedback. You will leverage your expertise in account management, customer success, or implementation support to ensure customer satisfaction and identify expansion opportunities. This role requires strong problem-solving skills, effective communication, and a passion for helping others succeed. Thinkific offers a competitive compensation package, flexible work arrangements, comprehensive benefits, and ample opportunities for professional development.

Requirements

• 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

Responsibilities

• Facilitate a smooth onboarding process by building a trusted partnership that includes helping large 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
• Solve technical questions (with assistance from our Support and Engineering teams when necessary) including those on topics like API, SSO, and Liquid Theme Code Customizations, as well as solutioning automations (via API, Webhooks, and/or Zapier) with third party systems based on the customer requirements and goals
• Liaise with the Sales team and Sales leadership for a seamless customer transition through onboarding and with the Customer Success Management (CSM) team to ensure a smooth post-launch handover
• Collect feedback and advocate for customers’ needs, while closely collaborating with Product Managers to scope out future features
• Connect customers with Thinkific Experts and Partners to help them build their vision, such as Learning Experience Consultants, website designers, or external developers for unique customizations or integrations
• Project manage each client through their Launch journey in order to achieve their specific success metrics
• Maintain high levels of customer satisfaction, measured by NPS
• Identify, drive and meet expansion opportunities and platform/service utilization in line with best practices and departmental goals
• Support the development of others on the Launch team and in the wider Plus team by creating learning opportunities and providing guidance

Preferred Qualifications

• A basic understanding of HTML and CSS. You don’t need to be able to build a website, but being able to read code and understand what’s going on is an asset
• Conversational API knowledge. You should be able understand REST and/or GRAPHQL API documentation and know how to conceptualize a solution
• Strong understanding of common tech stack tools and their role in a business, such as email marketing, CRMs, data warehouses, eCommerce platforms, ticketing systems, etc
• Experience in education, learning management systems, or SaaS organizations

Benefits

• A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan
• Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season
• Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options
• Flexible Work . Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery
• Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities
• A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively
• Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home