DonateStock is leading the movement to make charitable stock gifting easy for donors, financial advisors and nonprofits. The Customer Success Manager is a key member of the team with a focus on onboarding, training and supporting nonprofit organizations, as well as performing some inbound sales duties. This is a contract position with the potential for full-time employment. The company will provide comprehensive training to the selected candidate.
Key Responsibilities
Nonprofit onboarding and training:
- Implement onboarding and training programs for new Nonprofit customers.
- Ensure Nonprofits are well-equipped to leverage DonateStock's platform.
- Identify and address exceptions promptly and professionally to ensure timely processing of donations.
- Continuously assess and improve the onboarding and training process based on Nonprofit feedback and success metrics.
Customer support and relationship management:
- Serve as the primary point of contact for Nonprofits throughout their customer journey.
- Provide exceptional customer support, addressing inquiries and resolving issues in a timely manner.
- Build and maintain strong, long-lasting relationships with Nonprofit customers.
Customer success execution:
- Collaborate across the organization to develop and implement customer success strategies.
- Consult with and train nonprofits to enhance their fundraising success.
- Monitor and report on key customer success metrics.
Inbound Sales Support:
- Respond to inquiries about DonateStock's solution and value proposition.
- Follow-up with prospective customers to help them through the sales process.
- Collaborate with the sales team to handoff for inbound leads that require more advanced sales support.
Requirements
- Proven experience in developing customer relationships and growing customer accounts.
- Excellent communication, interpersonal, and relationship-building skills.
- Aptitude for developing and delivering engaging onboarding and training programs.
- Proactive problem-solving and customer support skills.
- Experience with CRM, Chat, ticketing and other customer success tools.
- Strong organization and priority management skills.
Location
- The role is mostly virtual (requiring a dedicated home workspace) but will entail in-person team meetings in Houston.
Key Attributes
- Passion for helping nonprofit organizations succeed.
- Customer-centric mindset with a focus on delivering value.
- Goal-oriented team player with a results-oriented work ethic.
- Ability to thrive in a fast-paced, dynamic environment.
- Optimistic perspective with a desire to receive coaching and professional development.
- Seeking to an opportunity, not just a job.
Compensation: $60,000 – $70,000 per year (base salary), Stock Options