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 along the way. This will involve consulting on their education tech stack, and providing guidance on how to best leverage the Thinkific platform (and connected systems) to support their business objectives. Reporting into a Manager, Customer Success, you’ll act as a subject matter expert on the Thinkific platform, and you’ll play a vital role in educating and sharing e-learning best practices with our customers. 

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: 

• 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

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 $73,100-$91,000 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.