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Customer Success Manager

DonateStock

DonateStock

Administration
Houston, TX, USA
Posted on Tuesday, September 19, 2023

The Customer Success Manager plays a critical role on the account management, customer support, operations, and call support teams. The Customer Success Manager will be responsible for servicing and supporting nonprofit organizations, donors, financial advisors and financial institutions. This role is a contract position with a path to full time employment.

Strategic Focus

  • To deliver an exceptional end-to-end experience across all customer journeys (Nonprofit, Donor, Broker, Strategic Partners), continuously looking for ways to add additional value and remove barriers

Responsibilities:

  • Customer Experience – Support, enable & advance the Customer Success Journey across Nonprofits, Donors, and Brokers;
  • Operational Planning & Execution – Support and evolve the vision, processes, and applications to support operational effectiveness and efficiency;
  • Problem-Solving – Determine solutions and workarounds to smooth the customer experience and overcome barriers as the company evolves from launch to growth phases;
  • Product Feedback – Recommend updates, fixes and innovations to product development that enable customer success;
  • Success Measurements – Report KPIs and operational metrics to leadership to measure customer success;
  • Sales Support – managing follow-up (post-intro) meetings to discuss the requirements and processes for onboarding and launching new Nonprofits customers;
  • Marketing Opportunities – Capture customer success stories that can be used in our marketing campaigns to attract new customers.

Requirements for the role include:

  • Mastery of company vision and customer success processes: email, zoom presentations, nonprofit onboarding, live chat support, phone assistance, etc.;
  • Adept at managing sales pipeline, activity tracking and forecasting in CRM systems;
  • Excellent communication (verbal, email) and presentation skills with attention to detail in all aspects of client engagement;
  • Strong organization and priority management skills;
  • Able to manage an ever-shifting set of priorities in a dynamic, fast-paced environment;
  • Technical Acumen – Mastery of technical tools used by DonateStock for teaming and daily productivity such as Google Drive, Slack, Zoom, Excel, Powerpoint, Word, etc.

Personality Traits:

  • Unquestionable integrity;
  • High emotional intelligence;
  • Goal-driven and results-oriented;
  • Positive, team-oriented attitude;
  • Strong desire for continuous learning and knowledge sharing.