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Who Does What on Our Team
As a Thriva customer, your organization is backed by the support of an entire team of professionals dedicated to your success. Below is a brief description of the various roles for Thriva contacts you will work with:
Sales Consultant
After working with you through the initial sales process, your Sales Consultant will be available as a contact person for any additional questions you have regarding your original contract with Thriva. Also, if you are interested in purchasing additional features or support services, your Sales Consultant is your main contact.
Application Specialists
After your initial program setup is complete and you have received complete training, the Application Specialists are available to answer any system questions that you have. Trained in the full range of system functionality, each Application Specialist is well equipped to answer the majority of your questions and resolve most problems you may come across. To submit a request for help, go to Help > Support Requests > Submit Request to send the team an email. If you would prefer to speak with us directly, you can call 877-996-2267 ext 4 and any one of the available Application Specialist will answer your call.
Account Manager
Your Account Manager acts as your main contact for your account and is responsible for ensuring a great experience with Thriva. If you ever have questions about your contract or concerns about how the system is serving you, your Account Manager is the person you will speak with. He or she takes an active role in your satisfaction and works with you to make sure your needs are being met within the system. Additionally, you will work with the Account Manager during the renewal process, where you will also talk about new possibilities for using the system.
Implementation Analyst
Your Implementation Analyst serves as your primary contact person during your initial program setup. He or she will consult with you to optimize the system to meet your organization’s specific needs (for a description of the setup process see the 'Initial setup and questions on support' section). Your Implementation Analyst will also be your main contact person for any Personal Training sessions you may have purchased. Although you will initially contact the Application Specialist team for ongoing technical support, your Implementation Analyst will work with the Application Specialist team on the more in depth technical issues including any questions or requests that may affect your system setup.
Database Technicians
When a Technical Support Specialist or Implementation Analyst runs into a problem that must be investigated and resolved with tools beyond the management system interface, he or she may draw on the assistance of a Database Technician. Database Technicians are highly skilled programmers who are able to resolve more complex issues that may potentially arise.
Director of Client Services
Thriva’s Director of Client Services’ sole responsibility is to make sure our system and entire Support Team are contributing to your organization’s success. If you experience any problems working with the Support Team or feel like your needs are not being met, please contact our Director of Client Services, Nicole Wilde at nicole.wilde@active.com or 877-996-2267 ext 566.
Your Organization's Thriva Contact
Over the years of experience we have had working with a wide range of clients, we have found that the organizations who have been most successful have designated one person at their organization as their primary Thriva contact. While you can have an unlimited number of users in the system, this person you designate will typically become your in-house Thriva system “guru” and will be able to assist other members of your organization who also use the system.
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