Delivery Success Manager

Thought Industries
The Delivery Success Manager (DSM) is a member of the Professional Services Department. The Delivery Team is responsible for a range of Projects ranging from onboarding clients into the Thought Industries Platform, re-training our existing client base on new features and other delivery services we provide as part of the Professional Services Department. Tasks primarily involve Communication, Workshopping, Live Training and aspects of Project Management. You'll work closely with clients to help their business needs and challenges.
About The Role

• Take ownership of new accounts and manage their onboarding of the the Thought Industries platform successfully in a timely manner
• Build strong relationships with our clients to understand their needs and ensure their success
• Work with or project management team or occasionally act as a project manager to ensure timelines are met
• Serve as the main point of contact throughout project delivery and also liaison between clients and the rest of the Thought Industries team
• Work with clients to train them how to build their most time-sensitive user flows into Thought Industries and ensure there is a clear end-user training plan for those user flows.
• Empower clients to scale their goals and challenges within the solution in Thought Industries platform
• Lead online webinars, consultations, and one-on-one demos to educate clients on the features of our product
• Build, own, and execute client success and project delivery plans
• Understand and Collaborate with internal cross-functional departments for improvement projects
• Represent the voice of the customer to influence solutions and product development roadmap
• Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities

Experience & Skills

• 3-5 years experience in a Delivery/Onboarding or Customer Success position 
• Strong customer-facing and presentation skills with the ability to establish trust and credibility 
• Strong Project Management skills
• Ability to work in a high volume environment
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Experience working with Learning Management Systems is an advantage
• Experience in Graphic or Instruction design an added advantage.
• Experience working with Web development frameworks, Javascript, HTML, CSS, and REST API is an advantage