Customer Success Specialist

  • Full-time

Company Description

Network for Good is a Certified B Corporation in growth mode. We are a Software-as-a-Service (SaaS) social enterprise that helps nonprofits raise more money online with our affordable, effective, and innovative online fundraising software and training programs. Since 2001, more than 100,000 charities have raised over $1 billion dollars through the Network for Good platform.

Job Description

The Customer Success Specialist is responsible for owning the implementation and launch life-cycle for new customers in our emerging fundraiser group. This position is a part of the Customer Success team but works with multiple departments within the organization including Sales, Product, Technology, and Marketing. The role of the Customer Success Specialist is to provide a seamless and personal onboarding and launch experience for new customers, while streamlining processes and maintaining a successful low-touch customer success model.

Primary Responsibilities:

• Act as subject matter expert for online and social fundraising, including developing documentation related to customer training and user guides

• Develop expertise in all products and solutions that Network for Good provides and be able to train and clearly explain the benefits and functionality of each solution

• Help customers find creative uses and implementations for their suite of services to match their fundraising needs

• Maintain accurate records and provide pertinent reporting about customers’ first 90 days of service using Gainsight and Salesforce

• Host training sessions and maintain existing and create new training materials for new customers

• Demonstrate sound judgment and initiative to satisfy and serve external and internal customers and stakeholders

• Provide superior customer support via email and telephone to nonprofit customers

• For existing customers, provide re-training (as needed) and first level support for product and technology issues

• Collaborate with the Customer Success Manager on outreach strategy to increase customer engagement, drive donation volume, and maintain high levels of customer retention

• Work with internal team to gather insight about customer behavior and product feedback to fuel customer success and Network for Good’s growth

• Performs other duties as assigned

Qualifications

• Bachelor’s Degree or equivalent work experience

• Approximately 2-3 years of experience in implementation, customer success and/or account servicing

• Creative problem-solver that can envision and articulate solutions to complex customer problems and issues

• Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely

• Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally

• Experience in developing and delivering, via phone and email, web-based training for customers preferred

• Working knowledge of the Internet and web-based applications

• Excellent ability to multi-task; must have a high level attention to detail and accuracy

• Consistently demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner

• Must be well organized

• Must work well across multiple teams: sales, product, technology, marketing and customer support

• Knowledge of nonprofit or philanthropic sectors desirable

• Experience working with Salesforce.com or other CRM (customer relation management) tools desirable

• Experience working with MS Office applications

Additional Information

Candidates submitting an application must have legal authorization to work in the United States.