Client Success and Support Coordinator (Higher Education)

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:

  • Build solid relationships with customers across the full range of higher education stakeholders — including faculty, staff, and senior-level administrators — staying positive and going above and beyond to help them find success with the platform.
  • Strategically grow client accounts by owning the full renewal process and identifying upsell and expansion opportunities, taking ownership of results to meet or exceed quarterly goals.
  • Support all customer relationship activities, from onboarding and implementation through launch, product training, and post-implementation support, providing high-quality customer support via email, chat, and phone and finding creative solutions to customer requests.
  • Proficient using G Suite, Zendesk, Hubspot, and other online platforms to collaborate, work with clients, and keep up-to-date records.
  • Communicate customer pain points to the product team and collaborate to find, create, and innovate solutions, recommending product improvements based on daily interactions with customers and technology trends.
  • Identify gaps in procedures and implement solutions to streamline work, delight clients at scale, and grow revenue.
  • Address potential issues by analyzing data to flag at-risk clients.
  • Communicate and coordinate client technical issues with the GivePulse Support Team.
  • Complete functional demos for training and upsells.
  • Perform other duties as assigned.
Minimum Qualifications (Knowledge, Skills, and Abilities)
  • Bachelor’s degree in a relevant field
  • Professional experience in client success, customer support, volunteer management, nonprofit management, or a related field. Experience with community engagement in a higher education setting is a plus.
  • 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 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).

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