Senior Client Success Executive

Our people are core to our success. That’s why we put them first in everything we do. We practice transparency. We encourage collaboration. We prioritize inclusion. And as our business grows, we want our people to grow, too. That’s why we offer constant

opportunities to learn and improve, to achieve and advance

We are looking for an energetic and passionate Senior Client Success Executive who loves to problem solve and has experience developing and maintaining strong relationships with clients and team members. This person will work closely with and manage other team members, with the goal of providing outstanding customer experience to our clients by owning relationships, delivering proactive style engagement, and collaborating with internal stakeholders to escalate and troubleshoot issues with our products and services.

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The Senior Client Success Executive will build relationships with our corporate clients and play an instrumental part in client retention. They will strategically collaborate with clients to understand their strategy and goals to set them up for success. They will act as their first point-of contact for any queries or issues and provide an accurate and timely response. To be a successful Senior Client Success Executive, you should be customer-centric, detail oriented, excel at creative problem solving and is comfortable taking on projects you have potentially never done before! You should be polite, reliable, knowledgeable, and adaptable.

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This individual will make an immediate contribution to our clients, working directly with clients to drive engagement, use and knowledge of the data within our platform.

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What you’ll do

• Provide subject matter expertise on the usage and functionality of our web-based applications and tools
• Onboard clients to set them up for success, and handle all post-sale client communication
• Analyze client usage of products to identify trends, and effectively communicate those to the Product Development team to improve our product offerings
• Work with Account Managers to identify gaps in client’s needs in order to identify upsell and cross-sell opportunities
• Work directly with clients to resolve inquiries and address service issues in a timely manner
• Collaborate with Product, Sales, Marketing and other internal teams to improve client experience
• Manage a team of associates serving clients needs directly

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Who are you?

• You are a strong multitasker, leader, and adaptable team player
• You think creatively in order to improve the platform internally and externally for the business and for clients
• You are all about phenomenal customer service and strive always to provide an extraordinary client experience
• You absolutely love to work collaboratively to problem-solve and to help others
• You have a thirst for product knowledge and can provide subject matter expertise on the usage and functionality of our web-based applications and tools
• You are a person who listens to the needs of your clients and works with them to show how our tools can help meet our client’s goals
• You are an inspiring leader who is willing to work collaboratively with the team to achieve results for clients

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Education/Experience:

• You currently are working in, or have previous experience in the Non-Profit industry (Fundraising, Development or Advancement offices)
• 3-4 years’ experience in a customer service or application support role preferred
• At least 2+ years managing support staff
• Independent and motivated, with the wisdom to seek help where needed
• Experience providing SAAS product support preferred