Customer Success Manager, Premium

Job Type

Full Time

Published

08/29/2018

Address

New York
New York
United States

Description

Community Brands is a collective ecosystem of purpose-driven companies bringing together the best technology and market expertise to accelerate innovation and fulfill the unmet needs of purpose-driven organizations, so they can thrive in today’s fast-paced, evolving world. We provide technology and engagement platforms to membership organizations, schools and nonprofits to help them better manage mission-critical operations and relationships. Our suite of connected solutions provides flexibility and choice for organizations looking for the best solution, regardless of their size.

 

POSITION OVERVIEW

A Customer Success Manager (CSM) is responsible for ensuring our Premium clients achieve and exceed their fundraising goals and objectives, which in turn ensures loyalty and a high rate of retention in our client base. You will achieve this goal by providing dedicated one-on-one support for clients to promote software adoption and on-boarding strategies, delivering staff and volunteer training programs, best practices and insights that positively impact the non-profit client fundraising experience, and effective on-site management at clients' fundraising events. This includes regularly soliciting input and feedback on our products and services. Act as the primary point of contact during the preparation phase, leading to the successful execution of their fundraising events utilizing Community Brands products and services. Develop and maintain strong client relationship throughout the term of service, while exhibiting and demonstrating company vision and values - with the goal of achieving of best in class client satisfaction and increased client retention.

 

If you are someone who thrives on the excitement of big events, has a passion for non-profits, can build consensus during difficult situations, are not afraid to act, and can be the face of our company to your non-profit clients, this job is for you.

 

KEY DUTIES

  1. Create customers for life
  2. Help our clients raise as much money as possible for their cause
  3. Identify and help clients implement strategies that increase revenue
  4. Ensure that Community Brands delivers an outstanding client experience
  5. Provide input as the voice of the customer by understanding their organization

 

RESPONSIBILITIES (Including but not limited to)

  • Manage and run events on-site
  • Ensure effective use of our software solutions
  • Collaborate with clients to establish fundraising objectives and success criteria; Help them develop a plan to achieve those objectives
  • Conduct periodic health-checks, using system tools, audits and client interactions
  • Demonstrate a high level of technical acumen, including the ability to coordinate and deliver compelling product/feature demonstrations
  • Skilled in technology – computers and Internet, mobile devices, Apple products, CRM and MS Office applications
  • Deliver quality service through pre-event coordination and logistical planning, on-site event management, and post-event follow up
  • Act as first point of contact for clients’ issues with the demonstrated ability to follow issues through to resolution
  • Responsibility of managing the myriad of details of the client fundraising events that you oversee
  • Develop a set of remediation steps to address issues, and assist client as needed
  • Communicate information related to software features, new releases and changes to clients
  • Train clients to effectively use Community Brands products and service to ensure high utilization
  • Assist in the triage and resolution of client support issues
  • Drive issue resolution using standard process/procedures in coordination with supporting resources
  • Facilitate client advocacy and software enhancement requests through the appropriate channels
  • Develop strong relationships with client stakeholders and assist in the collection of feedback via interviews, focus groups, and surveys as needed
  • Serve as the voice of the client to inform the product roadmap and client-facing business
  • Identify and cultivate client reference candidates for sales and marketing efforts
  • Execute strategies that generate appropriate results for the following KPIs (subject to change):
  • Product onboarding, adoption & usage rates
  • Reference-able clients via testimonials and feedback methods
  • Client satisfaction rates
  • Software renewals rates
  • Churn rates
  • Maintain a balance between company policy and client benefit in decision making. Handle issues in the best interest of both client and company
  • Adhere to all company policies, procedures, and business ethics; ensuring they are communicated and implemented within and throughout the team

 

QUALIFICATIONS

  • Preferred 1 year event planning, business management, or client service experience
  • Hospitality experience a plus
  • Experience with complex organizations, or the nonprofit organization sector
  • Strong detail orientation, negotiation skills, decision making, and communication/listening skills
  • Calm under pressure and in stressful situations, highly developed sense of integrity, and commitment to client satisfaction
  • Willingness and ability to travel, work events on weekends, and work in a global team of professionals
  • Problem solving skills; Ability to communicate clearly and professionally, both verbally and in writing
  • Organization; Proven ability to plan logistically, take the initiative, build teams, and maintain client relations
  • Demonstrate passion for excellence with respect to treating and caring for clients
  • Self-starting initiative and adaptability

Professional Level

None specified

Minimum Education Required

4-year degree


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