Client Success and Support Coordinator (Success Management with NPO and Enterprise accounts)

Summary:

The Client Success and Support Coordinator handles every aspect of customer relationships. The CSSC is an intuitive problem solver and works with the team helping to manage projects and engagements with the client. 

Essential Duties and Responsibilities:

The essential functions include, but are not limited to, the following: 

• Provide high-quality customer support via email, chat, and phone, and also find creative solutions to customer requests.
• Comfortability using G Suite, Zendesk, Hubspot, and other online platforms to collaborate, work with clients, and keep up-to-date records
• 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. 
• Communicate to the product team customer pain points and collaborate to find, create, and innovate solutions and recommend product improvements based on daily interactions with customers and technology trends.
• Take ownership of results by driving high-quality customer service, resulting in meeting, or exceeding the quarterly goals associated with the role. 
• Identify gaps in procedures and implement solutions to streamline work, delight clients, grow revenue, etc 
• Build solid relationships with customers and be passionate about helping them meet their goals and staying positive in handling customer requests.
• Address potential issues and lack of product use by clients by analyzing data and at-risk clients.
• Communicate and coordinate client technical issues with GivePulse Support Team.
• Delight clients at scale. 
• Perform other duties as assigned. 
• Complete functional demos for training and upsells 

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor’s degree in business, communication, administration, or related field. In lieu of a degree, relevant experience in client success, customer support, volunteer management, nonprofit management or related fields will suffice.
• 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.
• Proficient with the following computer software/systems: Internet, email applications, and MS Office or Google Business Suite. 
  
  

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 frequently is required to use hands or fingers; 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.