Customer Success Manager (CyberGrants)
Overview
It was recently announced that CyberGrants is combining with EveryAction and Social Solutions 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.
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:
- Manage ongoing client relationships effectively to drive high client retention, loyalty and satisfaction
- Monitor client health and engagement using internal dashboards and regular health checks to proactively identify at-risk clients and establish retention and success plans moving forward
- Own all aspects of the client renewals process, with a focus on high net retention
- Engage with client stakeholders to identify, define, track and measure the overall impact of Social Solutions software to the organization
- Provide visibility, internal awareness and advocacy regarding client health, drivers of attrition, and needs cross-departmentally
- Identify opportunities to better retain clients based on client size, length of service, and other factors
- Collaborate with the sales organization to ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell
- Develop, prepare, and nurture clients for advocacy and referenceability
- Drive client participation in Social Solutions communities and use of available knowledge base and online support tools
- Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results
- Bachelor's degree
- 3+ years of client facing experience in a Client Success, Sales, Account Management or Project Management role
- 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
- Proven ability to collaborate and build strong relationships with mid- and senior level executives across functions within the client
- Exceptional communication and interpersonal skills for internal and external relationship building
- Willingness to travel up to 20% for client meetings
- 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
Benefits summary: Some of the basics: A rare opportunity to work in the philanthropy industry helping clients donate billions to nonprofits across the globe. Work with smart and engaged co-workers. Be a part of a culture that strives for innovation. Flexible and casual work environment. Comprehensive benefits package - including health/vision/dental insurance, paid time off, 401K. Unique perks like Waffle Wednesdays, Pajama Day, extra vacation day on your birthday, and more!
To ensure candidate and employee health, Social Solutions is conducting the interview process remotely via Zoom for the foreseeable future.
In order to fulfill Social Solution's 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 bases of age, race, color, religion, sex, sexual identity, gender identity, national origin, protected veteran status, or disability.
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