Customer Success Specialist (remote)

Overview

At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us.

We’re looking for a Customer Success Specialist (internal job title:Sr Thryv Service Specialist 1). This role is responsible for onboarding, educating, and supporting Sync clients with Thryv Marketing. With a focus on client satisfaction, engagement, and retention, this role is dedicated to navigating and supporting clients within the defined tier of the Thryv Service spend level.

Major Purpose:

The Sr. Thryv Service Specialist I is responsible for onboarding, educating and supporting Thryv clients.  The Service Specialist will own the onboarding function for Thryv, navigating the client through the Software and Features with a focus on client satisfaction, engagement and retention. Service Specialist must have in-depth knowledge of SaaS and the Thryv solution. Compensation may be partially driven by client satisfaction, engagement and satisfaction.

Responsibilities:

Responsibility 1

Conduct and own onboarding of Thryv clients while clearly defining and gaining agreement on customer expectations for all involved.  Effectively onboard, educate, demonstrate and recommend features which are most relative to the client’s industry/goals utilizing best practices of the Thryv Solution.  Clearly and concisely establish expectations for onboarding timeline based on solution purchased and client expectations.  Build rapport and trust with client and internal partners.

35%

Responsibility 2

Complete preview of all live products in preparation of onboarding call.  Conducts subsequent calls with client until goals and priorities are met.  Work with client to transition to appropriate channel depending on solution. Walk client through the knowledge center, videos, live chat and email offering multiple methods of assistance to suit the client’s needs.

15%

Responsibility 3

Facilitate client issue resolution during onboarding on behalf of the client leveraging cross-functional teams including Sales, Product and Operations keeping the client informed until resolution.  Review performance and usage.  Provide technical support when necessary.  Troubleshoot and replicate issues. Anticipate client’s needs and offer solutions to minimize second call avoidance.

20%

Responsibility 4

Service Specialist will have a full understanding of the Thryv SaaS solutions and exhibit product knowledge and digital experience in order to build client enthusiasm and confidence.  Must be able to present new and innovative ideas to the client to increase usage.  Demonstrate ability to talk about features as well as benefits of Thryv.  Thryv clients are the Service Specialists primary focus which requires extensive knowledge of the Thryv Solution, including related tools. Ability to react to customers who have questions about Thryv Software and know when to bring in an expert.  Service Specialist must pass regular certification and attend self-development courses as deemed necessary.

30%

Minimum Qualifications:

Must be 18 years of age or older
Requires 1 to 3 years demonstrated call center, client-facing experience
Requires 1 to 3 years demonstrated Thryv experience
Thryv Certified (in addition to White & Greenbelt Certified)
1 to 3 years demonstrated Thryv experience
Must be self-motivated and assertive
Ability to use multiple systems such as Salesforce, Telephony Systems, MS Office, Vision, Thryv Platform
Must have strong teamwork skills
Must be comfortable in a dynamic, technology environment
Exceptional knowledge of Thryv software (including related tools)
Demonstrated ability to talk about features as well as benefits of Thryv
Thorough knowledge of Search, Website, Display and Social Management Experience
Ability to respond to a fast paced and changing environment
Excellent planning and follow-up skills
Effective communication (both verbal and written), problem solving and decision making
Time Management-Extremely proactive, highly organized, strong prioritization skills with the ability to manage multiple tasks in a fast-paced environment
Detail Oriented
Excellent interpersonal and customer service skills.  Ability to build rapport and trust over the phone via other media (Chat, Screen Sharing, Video, Email, etc.)
Strong interpersonal skills including client facing; ability to communicate and thrive in a cross-functional environment
Proven track record of executing with a high-performance, customer-centric vision
Ability to drive Client Engagement
Additional Knowledge, Skills, and Abilities:

Education:

High School Diploma or Equivalent Experience
Who We Are

At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we’re a work-from-anywhere company, because that’s how we get work done.

Culture is vital at Thryv because it shapes out identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

Find out more at corporate.thryv.com/careers/

Belonging at Thryv

We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization’s success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.

We strive to ensure our work environment reflects diversity, fairness and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success.

Requisition Detail and Process

This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

The final job level offered may vary based on the applicant’s competencies and qualifications such as experience and education, and other job-related reasons.

Our Commitment to Equal Opportunity

Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.