Client Success and Support Coordinator

The Client Success and Support Coordinator (CSSC) handles every aspect of customer relationships and serves as the front door to our community. The CSSC is an intuitive problem solver and works with the team to manage projects and engagements with the client. Successful candidates will show a natural inclination to troubleshoot, be curious and seek out the root causes of customer pain points and will actively work towards providing engineering and product as much information to reproduce workflows. In this role, you will play a crucial part in ensuring the satisfaction and success of our clients by providing exceptional support and coordinating various aspects of their journey with GivePulse.

 
Responsibilities of the Client Success and Support Coordinator include, but are not limited to:
  • Provide high-quality customer support via email, chat, and phone, and also find creative solutions to customer requests. 
  • Troubleshoot, test, resolve technical problems, and identify creative solutions to delight clients.
  • Collaborate with the technical support team when necessary and provide them full details and tested permutations to reproduce issues to streamline finding solutions.
  • Go above and beyond to make customers find success with the platform. 
  • Support all customer relationship activities through customer onboarding & implementation, launch and product training, and all post-implementation support. 
  • Gather client feedback, identify potential pain points and root issues,  and communicate thoughtful insights with analytical rigor to internal teams for continuous improvement.
  • Create and update documentation, manuals, knowledge base resources, and videos to empower clients to find solutions independently.
  • Take ownership of results by driving high-quality customer service, resulting in meeting, or exceeding the monthly goals associated with the role every month. 
  • Build partnerships and relationships with customers and be passionate about helping them meet their goals and staying positive in handling customer requests. 
  • Delight clients at scale.  
  • Perform other duties as assigned. 
Minimum Qualifications (Knowledge, Skills, and Abilities)
  • Bachelor’s degree in business, communication, administration, or related field.
  • Excellent verbal and written communication skills. 
  • Attention to detail; demonstrates a high degree of accuracy and thoughtfulness.
  • Excellent organization and time management; ability to prioritize workload and multi-task.
  • Prompt and efficient in resolving tasks, communication, and addressing requests from clients and colleagues. 
  • Proven experience in client support or customer success, preferably in a SaaS environment.
  • Proficient with the following computer software/systems: Internet, email applications, and MS Office or Google Business Suite. 
  • Technical aptitude and the ability to grasp software functionalities quickly.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. 

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to use hands or fingers to handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. 

 

Compensation & Benefits

DOE. We offer competitive pay / equity / benefits and other perks. Ground floor opportunity as an early member of the GivePulse team; you’ll directly shape the direction of our company. Most importantly you will be building a platform to empower millions of users to engage in the community and activating thousands of nonprofits (your local food pantry or animal center), social impact organizations (your local advocacy group), businesses (Fortune 500s and small businesses), universities (Ivy Leagues and Flag Ship) and cities (like Austin).

Apply Now