About the Position

At Thryv, we’re 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.

This role is responsible for fulfillment of services packages sold by designing and developing automation solutions that meet customers business requirements. The Implementation Success Manager also provides guidance on integration with existing systems and ensures scalability and maintainability.

Responsibilities

• Assists sales reps in scoping customer requirements and setting realistic expectations during the sales process. Facilitates the initial implementation, migration, and data import from the customer’s previous system.
• Manages and executes the onboarding process, ensuring that customers achieve product adoption and understand the features and benefits of the software post-implementation.
• Identifies opportunities to upsell customers from one-time services into recurring membership services. Effectively communicates the value of ongoing support and premium offerings. Converts customers from initial and one-time services into recurring membership services.
• Builds strong relationships with customers to ensure a positive experience and drive long-term loyalty.
• Partners with sales, customer support, and product teams to resolve issues, share insights, and continuously improve the customer journey.
• Tracks month 4 engagement by driving high levels of product adoption post-initial implementation, measured by usage metrics and customer engagement and delivering on one-time services purchased by customers, such as custom integrations, training sessions, or data import assistance, while maintaining high service standards.
• Retains customers at month 4 by proactively engaging with customers approaching their 12-month renewal milestone to ensure continued success and satisfaction. Identifies any barriers to renewal, provides tailored support, and presents opportunities for growth through additional features or services. Leverages usage data, customer feedback, and insights to secure renewals and drive customer loyalty into their second year and beyond.

Who We’re Looking For

• Bachelor's degree (or international equivalent) or equivalent experience, required.
• 2+ years of related experience, required. Keap expertise (Pro, Max, and Max Classic) and experience with third-party tools used to extend Keap’s functionality.
• Experience with Wordpress and Memberium.
• 5+ years of related experience, preferred.
• Passionate about the success and growth of small businesses; you will guide and coach business in their business growth.
• Comfortable analyzing different business models and guiding the customer to create a successful automated customer lifecycle.
• Skilled in establishing clear definitions of success that include defining measurables and KPIs for customers’ businesses.
• Commitment to deadlines. Ability to work quickly and efficiently in order to meet deadlines for customers and ensure they are getting extreme value for their money.
• Highly developed organizational skills with ability to prioritize tasks to meet deadlines with a quick turnaround.
• Ability to take initiative and use discretion and judgment within established procedures, guidelines, and rules.
• Excellent problem-solving skills with a strong attention to detail.
• Strong communication and interpersonal skills with the ability to effectively convey technical concepts to non-technical stakeholders.
• Ability to travel less than 5% of the time.
• Must be 18 years of age or older.
• Must successfully complete pre-employment screening process, as required.
• Must successfully complete any required training or orientation courses, as needed.

What We Offer

Life requires balance, so we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not.

• Work from anywhere – Thryv is a Remote First company!
• Competitive medical, dental, and vision plans, plus a wellness program with added incentives
• 401(k) savings plan with company match and employee stock purchase plan
• Continuing education benefits with tuition assistance programs
• One week of paid time off at the end of the year, in addition to our standard paid time off policy.

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 our team members are located across the country, and internationally.  We operate as a work from anywhere company and believe this allows us to be more productive.

Culture is vital at Thryv because it shapes our 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.

Thryv Core Values:

• Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine.
• Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen, and understand the ask.
• Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place.
• Invest in our People – Hire people that are aligned with Thryv’s core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career.
• DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done).
• Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity.
• Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act.  This includes doing the right thing, even when no one is looking.  Think five years out or think for the long play.

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.

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