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. 

The Implementation Strategy Manager (ISM)reports to the Manager, Service Strategy, and is responsible for the successful completion of new customer indoctrination, implementation of the Keap application in customers' businesses, and fulfillment of service packages sold by designing and developing automation solutions that meet customers' business requirements. Specifically, ISMs guide new customers in navigating the immediate post-purchase experience and will facilitate the Keap app set up, small business automation consultation. ISMs are typically the customer’s primary point of contact throughout the software implementation process-which typically takes about 90 to 120 days to complete. At the core of the ISM’s role is a deep understanding of Keap’s small business success methodology, generally referred to as Lifecycle Automation (LCA) and technical proficiency in all editions of the Keap software application. Additionally, ISM’s will have an understanding of basic sales and marketing automation practices that yield small business growth. 

 

Responsibilities 

 Holds multiple sessions via Zoom or other teleconferencing softwate to identify specific goals to achieve in the implementation phase (first 90 days) and build strong relationships with customers to ensure a positive experience and drive long-term loyalty. Partners with sales, customer support, and product to resolve issues, share insights, and improve the customer journey.   Completes basic Keap application set-up including contact import, adding users, and domain-based email authentication. Ensures that customers achieve product adoption and understand the features and benefits of the software post-implementation.   Shares LCA methodology and creates customer's LCA playbook.   Asissts 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. Also provides post-onboarding plan including next steps and continuing growth days.   Identifies opportunities to upsell customers from one-time services unto recurring membership services. Effectively communicates the values of ongoing support and premium offerings. Tracks and measures conversion rate to recurring memberships.   Achieves retention targets for customers at the four-month mark. Drive high levels of product adoption post-initial implementation, measured by usage metrics and customer engagement. Delivers on one-time services purchased by customers, such as custom integrations, training sessions, or data import assistance, while maintaining high service standards.   Proactively engages with customers approaching their 12-month renewal milestone to ensure continued success and satisfaction with the Keap product. Identifies any barriers to renewal, provide tailored support, and present 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.   Up to 2 years of related experience, required.   1+ years experience with Keap products, required.    2 + years of related experience, preferred.   Exceptional verbal and written communication skills with the ability  to confidently and clearly articulate the core concepts of small business automation and check for customer understanding through demonstration, active listening, and  engagement.    Strong oganizational skills with the ability to manage multiple implementation projects simultaneously while ensuring rapid value delivery (Time to Value). Meets customer expectations for project completion and delivery deadlines. Resets customer expectations as needed to ensure the best outcome.   Able to identify root causes of small business chaos and implement solutions, moving customers from chaos to freedom with the power of Keap Automation. Can quickly identify, analyze, and resolve internal issues, and, when appropriate, share resolutions with co-workers to avoid future conflict.   Small Business Acumen with the understanding of how to identify unique opportunities for improving    business outcomes. Can define specific, measurable goals to achieve growth goal    success within 90 days of customer purchase.     Takes the initiative and resolves customer's    concerns proactively. Has exceptional judgment and attention to detail. Is unreasonably generous in providing solutions to the customer.   Expert in all editions of the Keap product line including Ultimate. Ability to troubleshoot and resolve errors in setting up automation and/or CRM functionality. Aware of new Keap product feature releases. Comfortable discussing unique customer challenges and all integration needs.   Proficiency in Microsoft Outlook, Slack, Calendly (or similar calendar solution).   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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