Launch Specialist (Distributed - Canada)

Are you passionate about empowering  innovative thought leaders to grow successful businesses through education? We’re looking for a motivated Launch Specialist to join us at Thinkific. 

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. Here’s how you’ll accomplish this: 

• 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

The person we have in mind likely:

• 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

These things would also be nice, but we think you could learn them on the job: 

• • 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

The recruitment compensation range for this position is $70,000-$92,000 CAD. 

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.