Job description
Who Are We?
Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx’s proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service.
Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.
Who Are You?
We’re looking for a detail-oriented, self-starter to join Thanx as Customer Success Manager, Onboarding on Thanx’s Customer Success Team. As a CSM, Onboarding, you’ll work with the top restaurant, car wash, entertainment, and retail companies playing a critical role in successfully onboarding, implementing, training and launching all new accounts. You will support the backend account setup and integration requirements, create and deliver comprehensive executive presentations, develop core program recommendations, lead user acceptance testing, educate and train merchant teams and senior staff and set appropriate expectations with your deep product knowledge. You will possess the ability to flex from onboarding support to supporting launched customers in their marketing journey, depending on the needs of the business. You are confident, articulate and feel comfortable engaging in thoughtful conversation with C-suite executives and their teams regarding technical functionality and industry best practices. Our ideal candidate possesses start-up grit, a desire to uncover and resolve issues, experience in creating processes and systems from scratch and a discipline in tracking launch performance. Ideally they are comfortable with the Google suite and Excel and are driven by data. We are looking for an individual meticulously organized, able to thoughtfully manage competing priorities and accounts, and is comfortable working under tight deadlines.
Position Overview:
You will:
- Support the successful implementation, training and launch of all merchants with Thanx
- Manage all merchant deliverables during implementation, with a focus on thorough and timely follow up.
- Manage integrated Thanx ordering experience and the relationship with ordering, POS, and agency partners during the implementation process
- Develop and lead C-suite presentations to set expectations, outline the onboarding and implementation process, provide program recommendations, share best practices and strategize on future promotional planning
- Build and maintain strong client relationships as an expert advisor and trusted advocate
- Coordinate smooth account transitions with Customer Success Managers to ensure knowledge transfer and seamless merchant experience
- Train merchant teams to promote the program and use our underlying platform to increase customer engagement
- Proactively find ways to enhance and improve the onboarding process and Customer Success function
- Possess the ability to flex from onboarding support to supporting launched customers in their marketing journey, depending on the needs of the business
We are not big on requirements, but you probably have:
- 2 Years of software/B2B onboarding/implementation/project management experience
- Robust experience owning and managing multiple complex projects at once
- A BA/BS
- An understanding of startup or face-paced environment and willingness to break through walls
- Strong written and verbal skills and enjoy speaking to a crowd
- Exceptional organizational skills and supreme attention-to-detail
- A blended creative and analytical approach to problem-solving
- Familiarity with conventional software - GoogleSuite and Excel (Basecamp, Airtable, Metabase, Salesforce, a plus)
- Analytical skills and knowledge of SQL/Excel a plus
Ready to change your life? Apply now!
We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.
