• Deliver exceptional customer support through phone, email, live chat, and virtual meetings. • Build strong relationships with customers and become a trusted product expert. • Guide customers through onboarding and adoption of Thrive Inventory. • Troubleshoot product questions and work with internal teams to resolve customer issues. • Educate customers on features, best practices, and workflows to help them achieve their business goals. • Proactively identify opportunities to improve customer engagement, adoption, and retention. • Monitor customer health and provide strategic recommendations to maximize product value. • Advocate for customers by sharing feedback with our Product and Engineering teams. • Maintain detailed customer records and follow up to ensure successful issue resolution. • Contribute to our Help Center and internal documentation as needed.

• Designing the strategy for business case achievement by closely working with the customer • Taking responsibility for forecasting Taulia’s revenue from the business programs • Assisting in the execution of strategies with customers to drive revenue results for both the customer and Taulia • Participating in customer workshops and bridging business goals to all aspects of delivery • Building relationships with senior stakeholders at assigned clients • Leveraging proprietary Taulia data analytics technology to execute a detailed analysis of the business program and supplier behavior • Defining and presenting recommendations to improve and grow the customer’s program based on Taulia’s prescriptive data analytics • Gain customer action to move on the recommended steps • Collaborating with the Supplier Marketing and the Supplier Sales team in the execution of campaigns that are part of developing the customers' business program • Supporting change management activities required by the customers to fully adopt the Taulia platform and achieve their business objectives • Leading business reviews with assigned customers including creation of presentations • Nurturing the operational relationships of each assigned customer • Checking in regularly, monitoring progress-to-goal, and ensuring the program stays on track • Managing business escalations, when required • Engaging in contract renewal activities with the customers when required.

• Lead onboarding of new clients, ensuring they successfully adopt our products/services. • Conduct regular client follow-ups to identify potential issues and propose solutions. • Participate in client feedback meetings to understand their needs and expectations. • Maintain performance reports and KPIs to monitor customer success. • Act proactively to prevent churn, always seeking contract renewals. • Upsell services and products within the customer base.

Role Description Our Customer Success team is dedicated to delivering an exceptional customer experience by helping our customers get the most value from Thrive Inventory. We believe great customer success is about building relationships, solving problems, and empowering businesses to succeed. As a Customer Success Specialist, you'll serve as a trusted advisor and product expert, guiding customers through onboarding, answering questions, resolving issues, providing product education, and identifying opportunities to help customers maximize the value of their Thrive subscription. You'll work closely with customers through email, live chat, phone, and virtual meetings to ensure they are successful at every stage of their journey. What You'll Do - Deliver exceptional customer support through phone, email, live chat, and virtual meetings. - Build strong relationships with customers and become a trusted product expert. - Guide customers through onboarding and adoption of Thrive Inventory. - Troubleshoot product questions and work with internal teams to resolve customer issues. - Educate customers on features, best practices, and workflows to help them achieve their business goals. - Proactively identify opportunities to improve customer engagement, adoption, and retention. - Monitor customer health and provide strategic recommendations to maximize product value. - Advocate for customers by sharing feedback with our Product and Engineering teams. - Maintain detailed customer records and follow up to ensure successful issue resolution. - Contribute to our Help Center and internal documentation as needed. Qualifications - 2+ Years of SaaS B2B experience - Excellent written and verbal communication skills - A passion for helping customers succeed - Strong problem-solving and critical-thinking abilities - Ability to learn new software quickly and explain technical concepts in a simple, customer-friendly way - Highly organized with strong attention to detail - Self-motivated and comfortable working independently in a remote environment - Ability to manage multiple priorities while maintaining a positive customer experience - Experience in customer success, customer support, account management, retail, inventory management, or point-of-sale systems is a huge plus Requirements - Bonus points: Spanish Speaker Benefits - Fully remote position with a collaborative and supportive team - Opportunity to make a meaningful impact on thousands of growing businesses - Work with an innovative software platform that continues to evolve with customer needs - Competitive compensation - Opportunities for professional growth and development - Be part of a company that genuinely values customer success and employee collaboration - Medical Coverage - Dental Care - Eye Care - 401(k) Savings Plan with Discretionary Match - Fifteen (15) Paid Days Off First Year of Service - Twenty (20) Paid Days Off after 1 Year Anniversary - Nine (9) Paid Holidays - Recruitment Referral Bonus - Stock Options - Company provided computer & equipment - Compensation Range: $50,000-$65,000 DOE