The Customer Success Specialist is responsible for executing the on-boarding, renewal, success & retention of a subset of Network for Good’s customers. The role requires working directly with customers to provide quality consultation and service to drive optimization of NFG’s tools.

This position works with multiple departments within the organization and demonstrates subject matter expertise in all Network for Good products and solutions. The successful Customer Success Specialist will train and clearly explain the benefits and functionality of each solution to customers.

Primary Responsibilities:

• Lead the implementation (on-boarding) for any solution sold for all new customers within assigned subset. This includes new service setup, client training, launch support and post-launch analysis.

• For existing customers, provide re-training, as needed, and first level support for product and technology issues; help customers find creative uses and implementations for their suite of services to match fundraising needs

• Achieve 100% renewal of customer base and work to expand revenue from existing customers in concern

• Assist in developing self-service options for customers including on-demand trainings, knowledge base articles and in-application engagement

• Act as liaison to assist customer in uploading and/or mapping available fundraising data

• Provide product, technology and marketing support including demo creation, new product feature testing

• Collaborate with others on outreach strategy to increase customer engagement and drive donation volume

• Work with team to gather marketing intelligence related to customers and improve win-back strategies to keep customer attrition low and satisfaction high

• Maintain accurate records regarding all aspects of the launch (on-boarding) process

• Perform other duties as assigned

• Must have at least two years’ experience in implementation, customer and/or account servicing

• Bachelor’s Degree or equivalent work experience

• Working knowledge of the Internet, web-based applications, and MS Office applications

• Proficiency with Microsoft Excel, specifically in cleaning and normalizing data sets

• Knowledge of nonprofit or philanthropic sectors desirable

• Experience working with Salesforce or other CRM tool desirable

• Experience in developing and delivering web-based training for customers desirable

• Demonstrate sound judgment and initiative to satisfy internal and external customer requirements

• 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

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

• 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

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