Client Success Associate (Social Solutions)
Overview
Social Solutions, as part of a recently announced social good technology platform, is committed and passionate about accelerating the pace of lasting social change.
Social Solutions, a Public Benefit Corporation, is the leading provider of cloud software for nonprofit and public sector social service organizations. Our Apricot, Penelope and ETO products offer clients the most comprehensive and secure social good platform available, including case management, participant connection, data insights, outcome analytics and funder enablement solutions.
Headquartered in Austin, Texas, Social Solutions was founded over 20 years ago by social workers who saw the potential of innovative cloud technology to improve outcomes and drive impact in the communities they serve. More than 90,000 users have adopted the Social Solutions platform. If you need more convincing, check out one of our many reviews - we were recently named as one of Built In Austin Best Places to Work.
Where we are at:
It was recently announced that Social Solutions is combining with EveryAction and CyberGrants to create the second-largest and fastest-growing social good software company in the world.
How we're growing bigger, better, stronger:
Our number one goal remains the same as ever: keeping our shared culture of being mission-minded and passionately committed to propel social good. Bringing three like-minded companies together was deliberate - we all provide individual solutions that help social impact; but combined we're creating a mammoth opportunity to accelerate change.
We are actively recruiting across roles in the US and beyond. This role is in Austin and ideally hybrid/remote approximately early 2022 when CDC guidelines are favorable.
Currently we are a remote workforce and have equipped our teams with the technology to stay connected to each other and as close to our customers as possible.
Responsibilities & Requirements
What you will do - responsibilities and requirements:
Further details on the job description follow:
- Know our software inside and out in order to show customers how to successfully use the software to meet their company goals and needs.
- Be ready and willing to work across your team to assist with different projects to ensure long term success for our clients.
- Proactively reach out to assigned accounts to ensure our software is meeting their objectives.
- Create success plans with clients to help them achieve their long-term goals.
- Learn, define, and share best practices with customers.
- Be the voice of our customers, advocate for their needs, and collaborate with Product Development and Engineering to inform the product roadmap.
- Collaborate with Sales and Marketing to build a community of customer advocates.
- Develop a trusting relationship with customers.
- Understand the signs that put a customer at risk of moving away from Social Solutions. Look for these signs in each customer interaction.
- Proactively reach out to customers to ensure their needs are being met.
- Have a positive, upbeat phone presence.
- Be flexible and open to work across teams to ensure priority projects are completed in a timely manner.
- Bachelor's degree strongly preferred or equivalent experience
- 1+ years of client facing experience preferably in a Customer Success, Sales, or Account Management role (SaaS preferred)
- Demonstrated ability to thrive in a dynamic, fast-paced environment
- Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes
- Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
- Exceptional communication and interpersonal skills for internal and external relationship building
- Experience with SFDC, Gainsight, or equivalent CRM systems is a plus
- Experience with nonprofit or public-sector clients is a plus
- Familiarity with client success management platforms, online community and portal tools, self-service tools, on-line training tools, etc. preferred but not required
About Social Solutions Global
Why We're Awesome
Recently named one of Built In Austin 's Best Places to Work for in Austin. At Social Solutions, we're mission focused and results oriented! We're a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Our clients affect countless lives every day. That's why we go above and beyond to provide tools to get the job done. We help non-profits get to the heart of their data so they can maximize their efforts to be more impactful. In essence, we help those that are changing the world.
What You'll Get
- Amazing coworkers
- Flexible PTO
- Awesome benefits
- 8 hours per quarter of paid volunteer time
- Career advancement opportunities and more!
To ensure candidate and employee health, Social Solutions is conducting the interview process remotely via Zoom for the foreseeable future. Thank you in advance for your cooperation! In order fulfill Social Solutions' mission to "help people transform lives," we seek to build teams that leverage diverse perspectives to create an innovative and welcoming environment.
To that end, we make employment decisions based on qualifications, merit, and business need. Social Solutions does not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.