Thrive

System Administrator

• Provide remote support across diverse, multi-tenant environments
• Handle escalated incidents and complex service requests
• Communicate with customers via phone, email, and chat, providing updates and case status
• Perform advanced troubleshooting of escalated workstation, server, and network issues
• Analyze and document unfamiliar client server, workstation, and network environments
• Perform root-cause analysis and resolve complex incidents independently
• Use software utilities and vendor- or application-specific tools to resolve incidents
• Manage client expectations and communicate troubleshooting actions and resolutions clearly
• Advise clients on applications, best practices, and infrastructure standards
• Develop, document, and help implement client standards
• Identify recurring issues and contribute to permanent resolutions and continuous improvement
• Review client environments for security risks and participate in change management
• Monitor and manage escalated service tasks, including prioritization, documentation, and escalation
• Provide escalated support, mentoring, and technical leadership to other engineers

Systems Administrator

Engineer

• Complete Thrive Projects for new and existing clients
• Implement IT projects involving Office 365 Email and Communication services, Microsoft Endpoint Management, and email migration between HEX, Exchange, O365, and Google environments
• Work with diverse computing environments across business clients
• Analyze and document unfamiliar client environments and assess the quickest path to project completion
• Present implementation plans at technical kickoffs, including dependencies, requirements, potential conflicts, and testing procedures
• Complete engineering tasks under the direction of Engineering Management and Project Managers according to formal project plans
• Assist with Support Handoff requirements for long-term maintenance by the Thrive Service Desk
• Communicate project plans, potential impacts, and testing procedures clearly and professionally to customers
• Track and manage time effectively across multiple ongoing projects
• Work with Engineers, Project Managers, Deployment Engineers, and Thrive clients to accomplish project goals

Engineer, M365 Implementation

Business Development Rep

• Make a high volume of outbound cold calls every single day
• Prospect and build target lists using CRM, LinkedIn Sales Navigator, intent data, and other sales tools
• Run structured outbound cadences combining calls, email, and social outreach
• Qualify inbound and outbound leads against the ideal customer profile
• Book qualified meetings and hand off well-prepared opportunities to Client Business Executives
• Learn and clearly articulate Thrive's value proposition across managed IT, cybersecurity, cloud, and compliance services
• Maintain accurate CRM records, including activity, notes, and pipeline data
• Hit and exceed weekly and monthly activity and meeting-booked targets
• Collaborate with Client Business Executives and marketing to refine messaging and targeting
• Continuously improve outreach, scripts, and objection handling

Business Development Representative

Revenue Operations

• Run new-hire ramp cohorts and own the onboarding calendar end to end, including scheduling, sequencing, and delivery
• Partner with sales leadership to confirm each cohort reaches readiness milestones and is ready to carry quota
• Design and deliver blended learning activities grounded in adult learning theory in room and virtually
• Cross-train subject matter experts to deliver learning content effectively and consistently
• Create, curate, and retire field collateral, including playbooks, job aids, and course materials
• Partner with internal and industry subject matter experts to curate content for technical and interpersonal competencies
• Continuously evaluate learning programming and align content with firmwide initiatives, product and solution offerings, and modern selling techniques
• Translate product and pricing launch inputs into field-ready training and deliver it on the enablement calendar
• Confirm representatives in scope are ready before launch day
• Schedule and administer competency and certification assessments, track completion, follow up with incomplete participants, and report readiness status to sales leadership

Revenue Enablement Program Manager

Project Manager

• Create and maintain project schedules, task lists, and project documentation
• Track project milestones, deadlines, dependencies, and open items
• Coordinate meetings with customers, engineers, consultants, and internal teams
• Prepare agendas, meeting notes, and project status updates
• Follow up with project team members to ensure assigned tasks stay on schedule
• Maintain accurate project information within Thrive’s project management systems
• Communicate project updates and action items to internal and external stakeholders
• Help identify potential delays or issues and escalate them to the Project Manager
• Assist with customer onboarding and transitions to Thrive managed services
• Support project closeout activities and ensure required documentation is completed
• Work with Account Managers, Engineers, Consultants, and other teams to keep projects moving forward
• Learn and develop an understanding of Thrive’s technology and security services
• Serve as the main customer point of contact for the duration of projects
• Drive projects through clear expectation setting, task management, and status updates
• Organize internal Thrive resources and collaborate with Project Managers, Engineers, Consultants, Account Managers, and customers
• Opportunity to grow into Project Manager responsibilities as technical and project management skills develop

Project Coordinator – Security

Executive Assistant

• Own and manage the CRO's complex global calendar
• Prioritize meeting requests based on business impact and strategic importance
• Protect executive focus time while ensuring accessibility to key stakeholders
• Coordinate customer meetings, board interactions, leadership sessions, and executive travel
• Manage travel logistics, itineraries, expense reporting, and executive schedules
• Prepare the CRO daily and weekly with briefing materials and meeting summaries
• Coordinate leadership meetings and operating cadences
• Prepare agendas and supporting materials
• Capture decisions, action items, deadlines, and ownership assignments
• Drive follow-up and accountability across the leadership team
• Coordinate leadership team meetings, offsites, QBRs, forecast reviews, and planning sessions
• Monitor progress against organizational priorities
• Facilitate communication across Sales, Marketing, Customer Success, Revenue Operations, Finance, and Product
• Draft and edit executive communications, announcements, presentations, talking points, and leadership updates
• Create customer and prospect briefing documents
• Maintain visibility into revenue initiatives and strategic projects
• Track organizational goals and business priorities
• Create executive dashboards and reporting summaries
• Support annual planning, operating reviews, and special projects
• Lead or coordinate strategic projects identified by the CRO
• Support process improvements and operational enhancements
• Facilitate cross-functional collaboration and remove execution bottlenecks
• Manage timelines, stakeholders, deliverables, and communications
• Leverage Microsoft 365 Copilot and AI tools to maximize leadership productivity
• Build executive workflows, dashboards, trackers, and briefing materials
• Identify automation opportunities and implement best practices for executive effectiveness
• Enable the CRO to focus on customers, strategy, talent, and execution
• Improve organizational accountability and follow-through
• Serve as the trusted business partner and operational hub for the CRO

Artificial Intelligence

• Identify and prioritize high-value AI and automation opportunities across the GTM funnel.
• Map current workflows, manual steps, handoffs, queues, friction points, and data gaps across marketing, SDR/BDR, sales, customer success, and revenue operations.
• Maintain an opportunity inventory scored by impact, effort, risk, and data readiness.
• Analyze CRM, marketing automation, engagement, sequencing, support, customer success, product usage, and finance data.
• Quantify baselines, define success metrics, instrument workflows, and report adoption and realized impact.
• Design and build AI agents and automated workflows across CRM automation, integration tools, agent platforms, and LLM APIs.
• Own prototyping, testing with real data, piloting, hardening, launching, and iterating workflows.
• Develop prompts, retrieval logic, tool definitions, guardrails, data flows, integrations, field mappings, deduplication, error handling, and human fallbacks.
• Document solutions for ongoing support.
• Drive adoption through training, enablement materials, office hours, and feedback loops.
• Apply guardrails for data handling, customer-facing output, and human review.
• Partner with IT, security, and legal on tool evaluation, data access, and vendor review.
• Track AI tooling and model usage spend and cost per outcome.
• Deliver a documented GTM process map, prioritized backlog, and at least one production automation or agent within the first 90 days.
• Build a measured portfolio of agents and workflows across multiple GTM functions and establish a repeatable intake-to-launch process.

AI/Automation Analyst

Systems Engineer

• Provide first-contact remote technical support for network, server, and end-user systems.
• Communicate with customers via phone, email, and chat, providing clear updates and case status.
• Perform first response and initial triage of customer issues.
• Troubleshoot single-user and system-impacting incidents and document all actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methods.
• Ask clarifying questions and escalate issues to engineers when required.
• Prioritize, code, and route daily service incidents and requests.
• Follow Thrive’s established task-management best practices.
• Set and manage client expectations throughout troubleshooting while focusing on prompt resolution and customer service.
• Develop understanding of Thrive products and their integration into client environments.
• Work with and document diverse workstation, server, and network configurations to determine the fastest path to resolution.

Account Manager

• Lead, coach and develop the team of Account Directors
• Own the commercial performance of Thrive's existing mid-market and UK customer base
• Own NRR, GRR, renewals and expansion revenue across the mid-market customer base
• Maintain an accurate customer revenue forecast with visibility of renewals, expansion opportunities and risk
• Ensure every account has a clear retention, growth and stakeholder plan
• Coach Account Directors on pricing, negotiation, upsell and multi-year renewals
• Identify churn and revenue risk early and ensure action plans and accountability
• Build an expansion culture around product adoption, new use cases and wider stakeholder groups
• Use customer data, product adoption and account insight to assess health and identify growth opportunities
• Champion customer happiness and act on feedback, challenges and escalations
• Handle key customer escalations, renewals and commercial negotiations requiring senior leadership
• Partner with Learning Impact, Product, Marketing, Content Platform Admin and Support teams around customer outcomes
• Own Account Director performance and development through targets, coaching and deal/performance reviews

Head of Account Management

People Operations

• Lead and develop the US PBP team
• Directly manage, coach, and develop US-based People Business Partners
• Set priorities, provide feedback and coaching, remove roadblocks, and focus the team on high-impact work
• Stay connected to active employee and leader matters and ensure consistent resolution
• Provide guidance on complex employee relations, organizational, talent, performance, and leadership matters
• Serve as the primary People Business Partner for Go-to-Market, with significant focus on Sales leadership
• Build relationships with leaders and understand their business, talent, priorities, and challenges
• Advise and coach leaders on organization design, workforce planning, talent, succession, performance, engagement, manager effectiveness, and change
• Use data, employee insights, and business context to identify trends and inform recommendations
• Support leaders through growth and change while strengthening leadership capability, accountability, communication, and employee experience
• Partner with the VP, Talent and People Business Partners on People and talent programs
• Own programs and workstreams from planning through execution, including timelines, stakeholder coordination, communication, risk identification, and follow-through
• Lead or support programs across performance and talent management, engagement, manager enablement, career development, and organizational effectiveness
• Develop practical tools, processes, and consistent ways of working for the US PBP team
• Collaborate with international People team members to share insights and best practices and align the global PBP model
• Identify themes, insights, and opportunities to improve PBP support for the business and employee experience

Director, People Business Partner

• Provide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests.
• Communicate with customers via phone, email, and chat, providing clear updates and case status throughout resolution.
• Perform secondary response and advanced troubleshooting of escalated customer issues.
• Analyze and document unfamiliar client server, workstation, and network environments.
• Support and troubleshoot diverse computing environments across business clients.
• Perform rapid root-cause analysis of workstation-, server-, and network-level incidents.
• Troubleshoot and resolve high-level workstation, server, and network incidents independently.
• Use software utilities and vendor- or application-specific tools to resolve customer incidents.
• Set and manage client expectations throughout troubleshooting.
• Communicate troubleshooting actions and resolutions in language appropriate to the audience.
• Provide guidance on applications, Thrive best practices, and infrastructure standards.
• Develop, document, and help implement client standards based on Thrive best practices.
• Evaluate client environments and identify improvement opportunities.
• Identify recurring issues and contribute to permanent resolutions through problem management and continuous improvement.
• Review client environments for security best practices and identify risks.
• Participate in change management activities.
• Monitor and manage escalated service tasks, ensuring prioritization, documentation, and escalation.
• Provide escalated support, mentoring, and technical leadership to other engineers.
• Collaborate with team leadership to improve service delivery.

Manager

• Build strategic relationships with key client stakeholders
• Identify client pain points and desired outcomes affected by contracted services
• Deliver measurable customer value and drive value realization
• Solve complex customer problems with Thrive resources
• Help customers optimize use of products and services
• Ensure best-practice adoption across customer environments
• Drive product adoption, customer satisfaction, advocacy, and referenceability
• Manage contract P&L and improve year-over-year performance
• Identify account expansion opportunities
• Prepare and drive successful contract renewals
• Manage customer onboarding activities
• Facilitate training and enablement
• Drive customer advocacy initiatives
• Manage and promptly resolve escalations
• Serve as the primary point of contact for assigned accounts
• Track KPIs including NPS/CSAT, retention, NRR/GRR, and engagement

Client Delivery Manager

• Communicate with customers via phone, email, and chat, providing clear updates and case status throughout resolution.
• Perform secondary response and advanced troubleshooting of escalated customer issues.
• Document all troubleshooting actions in Thrive’s tools.
• Analyze and document unfamiliar client server, workstation, and network environments.
• Support and troubleshoot diverse computing environments across business clients.
• Perform root-cause analysis of workstation-, server-, and network-level incidents.
• Resolve high-level workstation, server, and network incidents independently using standard operating procedures and best practices.
• Use software utilities and vendor- or application-specific tools to resolve incidents.
• Manage client expectations and communicate troubleshooting actions and resolutions clearly.
• Advise clients on applications, Thrive best practices, and infrastructure standards.
• Develop, document, and help implement client standards.
• Identify recurring issues and contribute to permanent resolutions through problem management and continuous improvement.
• Review client environments for security best practices and participate in change management.
• Monitor and manage escalated service tasks, including prioritization, documentation, and escalation.
• Provide escalated support, mentoring, and technical leadership to other engineers while collaborating with team leadership to improve service delivery.

• Provide first-contact remote technical support for network, server, and end-user systems.
• Create and update support tickets accurately and coordinate communication with engineers.
• Communicate with customers via phone, email, and chat, providing clear updates and case status.
• Perform first response and initial triage of customer issues.
• Troubleshoot single-user and system-impacting incidents and document all actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methods.
• Ask clarifying questions and escalate issues to engineers when required.
• Prioritize, code, and route daily service incidents and requests.
• Follow Thrive's established task-management best practices.
• Set and manage client expectations throughout troubleshooting.
• Develop understanding of Thrive products and their integration into client environments.
• Work with and document diverse workstation, server, and network configurations to determine the fastest path to resolution.

• Build strategic relationships with key client stakeholders
• Identify client pain points and desired outcomes affected by contracted services
• Provide measurable value realization to customers
• Solve complex customer problems by partnering with Thrive resources
• Help customers optimize utilization of existing and available products and services
• Ensure best-practice adoption across customer environments
• Drive product adoption, customer satisfaction, account health, advocacy, and referenceability
• Manage contract P&L and improve year-over-year performance
• Identify account growth opportunities and expand revenue
• Prepare and drive successful contract renewals
• Manage customer onboarding activities
• Facilitate training and enablement
• Drive customer advocacy initiatives
• Manage and resolve escalations promptly
• Track KPIs including NPS/CSAT, retention, NRR/GRR, and engagement