Launch Specialist

Summary

Join Thinkific, a learning commerce platform, as a Launch Specialist to help customers onboard to Thinkific Plus. Develop and execute comprehensive launch plans, setting goals, consulting on their tech stack, and guiding them on platform usage. You will act as a subject matter expert, ensuring customers launch quickly and successfully. Responsibilities include creating strategic launch plans, facilitating onboarding, driving customers toward launch goals, solving technical questions, liaising with sales and customer success teams, collecting feedback, connecting customers with Thinkific Experts, and project managing each client's launch journey. Maintain high customer satisfaction. The ideal candidate has 4+ years of experience in account management, customer success, or implementation support and is a tech-savvy problem solver. Excellent communication skills and a passion for helping others succeed are essential.

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

• 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

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