Customer Experience Internship at Thought Industries

| Greater Boston Area
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Thought Industries Customer Experience Intern
Who We Are: 
Thought Industries is seeking a Customer Experience Intern for Summer 2020 to join us in servicing our customer base that leverage our learning platform to drive customer retention and expanding professional development programs on our white label platform. Our company is made up of collaborative, customer-centric, and creative experts that enjoy working in a fast-paced and fun environment. Our Customer Success group works with our customers to define goals for their learning platforms and ensure they achieve those goals through performance coaching, personalized program recommendations, and insights from user engagement data. The successful candidate will be service oriented, data-driven, a strategic communicator, creative driver, and thrive in a fast-paced environment.

What You’ll Do:
You will work closely with the entire Customer Experience organization and work in close collaboration and support the VP Operations and Director of Customer Success with day-to-day marketing and account management tasks, giving you an in-depth understanding of one of the fastest growing professions: Customer Success and Customer Experience. 
Day-To-Day: 
You'll have a wide-range of projects that cover the entire customer lifecycle which could include market research on industry trends for customer success & the customer experience; customer success program development & enablement, analyzing customer data to report on trends and make recommendations to business teams, customer marketing projects such as digital channel development (social, web, etc.) and blog writing.
As our Summer 2020 Intern, we will expose you to many Customer Success/Experience topics including: 
  • Track customer deployments, utilization, net promoter score/customer satisfaction (NPS), and other key customer data within Thought Industries CRM systems (SFDC, CustomerGauge and Zendesk.com)
  • Work closely with our operations team to understand and provide customer data reports to management
  • Support NPS initiative; data analysis, identify trends and present results to Management
  • Compile customer enhancement requests and work cross-functionally with Product Management on identifying areas of opportunity to add to the Product Roadmap
  • Support the digital customer experience platform; focusing on email templates, review of customer responses and progress, performing data analysis
  • Develop and update customer facing content
  • Manage team meetings: scheduling, agendas and resourcing
  • Support our customers in the ongoing growth and success of their programs
  • Assist with research on APP usage and engagement
  • Brainstorm, write, and edit copy for blog posts telling the stories of our customers 
  • Collaborate with the Customer Success group on other projects as needed
 
Who You Are:
  • Strong organization and project management skills
  • Proficiency G suite and Excel 
  • Excellent communication skills
  • High attention to detail and self-motivated 
  • Collaborative attitude
  • Undergraduate major in Business, Marketing, Education or Liberal Arts

At Thought Industries, we have a top-notch work environment, developmental opportunities, a competitive rewards package, and a strong desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • Ember.jsFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • Maze Design
    • MiroDesign
    • SmartsheetManagement
    • AirTableManagement
    • GithubManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailgunEmail
    • SendGridEmail

Location

We are in the heart of Downtown Boston, over looking P.O. Square Park. Surrounding us are tons of shops, restaurants, coffee shops and fitness studios

An Insider's view of Thought Industries

What’s the vibe like in the office?

High performance, high energy, low pressure, family; those are some things that come to mind. Every department has its own styles. The common theme is hard work for sure, mixed with business oriented but still relaxed and easy going. Everyone is in it for the next person. It genuinely feels like a family.

Sulaiman

Project Manager

What does your typical day look like?

My day officially begins at 8:30A.M, throughout the day I am in & out of meetings, personalizing emails & prospecting new accounts. Cold calling may not sound glorious , but Thought Industries makes work enjoyable with moments spent chit-chatting with other members of ‘the pit’, petting office dogs, snacking on food & coffee that is provided for us

Jaclyn

BDR Team Lead

How has your career grown since starting at the company?

I joined Thought Industries when we first launched. I learned to wear many hats and understand various aspects by working with/in each department. As we grew I was supported in developing core skills specific to my career passion. Thought Industries continues to support, mentor and develop our employees and that is something to take a lot of pride.

Ryan

Global Sales Manager

What are Thought Industries Perks + Benefits

Thought Industries Benefits Overview

Thought Industries offers a wide variety of benefits and perks, such as: Full Healthcare Options, Dental coverage, Vision coverage, 401K, Remote work, Parental Leave, Team Outings, Employee incentives.

Culture
Volunteer in local community
We get together once a quarter and work with our charity in providing to the community. We also make donations as they present themselves.
Partners with Nonprofits
We work closely with Boston Cares in giving back to our community
Friends outside of work
Eat lunch together
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Thought Industries works with MBTA to provide passes through the Perq Program
Company Outings
Stocked Kitchen
Thought Industries has most of the daily necessities, along with, coffee, creamers, candy, healthy snacks, grab-n-go snacks, as well as silverware and plates.
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
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