Job Description

Customer Success Manager

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 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.

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