Customer Reference and Community Program Partner

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.

This role is responsible for fostering strong client relationships while actively engaging with Thryv’s community. The primary responsibility will be to develop, implement, and coordinate client relations strategies aimed at establishing and maintaining a core group of advocates for our company. By seamlessly merging customer reference management and community engagement, this role serves as the key liaison between internal teams and external clients, ensuring our organization is favorably represented across various platforms.

Responsibilities

Designs and administers programs and procedures related to client needs and manage the process on behalf of executives, public relations, content development, investor relations, internal and external speaking, webcasts, etc.

Defines client criteria (e.g., product usage, adoption rate, in financial good standing, overall satisfaction, etc.), evaluates current client pool, and fosters relationships with clients.

Coordinates activities related to the planning, scheduling, budgeting, production, and execution of client events.

Oversee third-party review program with our review partners ensuring alignment with Thryv's values. Proactively engage clients to solicit reviews, facilitate the submission process, and moderate review content for compliance.

Lead the efforts to enhance Thryv's online customer community, including forums, groups, and community platforms. Develop and execute campaigns to boost engagement and loyalty. Actively engage with community members, address inquiries, gather feedback, and foster a sense of belonging and loyalty among participants. Provide regular reports on community performance metrics, leveraging insights to refine strategies and drive continuous improvement.

Measures and provides accurate reporting of clients and effectiveness of program.

Who We’re Looking For

Bachelor's degree (or international equivalent) or equivalent experience, required.

5+ years of related experience, required.

8+ years of related experience, preferred.

Comprehensive industry knowledge with an understanding of related best practices and processes.

Effective project management skills with the ability to balance multiple priorities and competing deadlines.

Excellent problem-solving skills with the ability to implement creative and innovative recommendations.

Expert knowledge of community management principals to dive a client engagement and experience.

Proficient in orchestrating third-party review initiatives and advocating for favorable reviews.

Proven ability to effectively interact with all levels of the organization.

Strong interpersonal and communication skills, both written and verbal, with the ability to build rapport, collaborate across the organization, and influence others, especially as working with clients and other external entities.

Technical acumen with the ability to utilize various industry related tools (i.e., Trustpilot, Salesforce, Salesloft, etc.) to compile and analyze client data.

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.