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.
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- 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 and/or Dallas, TX.
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.