Overview

DonorPath is the leading provider of data-driven fundraising consulting and best practice coaching for small and emerging nonprofit organizations, serving nonprofit organizations throughout the US, Canada, United Kingdom, India, South Africa, and Australia.  We’re looking for a proven, creative, and exceptionally talented professional to serve our Senior Director of Customer Success.

Designed for the “Chief Everything Officer” single-staff executive director or new-to-fundraising development professionals, DonorPath matches nonprofit staff with highly experienced professional fundraisers (“Experts”): They choose one with whom they’d like to work, and together, begin a virtual relationship designed to teach and implement best-practice fundraising – so the nonprofit can raise more money, not expenses.

To facilitate a relationship that moves beyond teaching to creating results, DonorPath securely syncs data stored in spreadsheets, accounting, or fundraising software to create a dashboard to not only analyze and visualize data, but also monitor, in real-time, progress towards a goal, year-to-date results, uncover and make plans to leverage opportunities for immediate revenue growth, answer questions, and provide strategic support to any area of fundraising.

Role

The Senior Director is responsible for ensuring that the company's operational infrastructure and management systems can support streamlined customer onboarding and outstanding delivery of our current products and services, and that these capabilities scale as we grow and expand our product offering.  The individual in this position must possess strong client and staff management skills, a solid technical background, a strong orientation towards innovation and continuous improvement, and a passion to work in a fast growing company.

Ownership & Oversight

Ownership of Nonprofit Operations, including the onboarding of new nonprofit organizations, beginning with trial and data conversion through to their migration to paying customers.  This includes ensuring that, through a member of your team reporting directly to you, payment systems, including renewal systems and processes, are streamlined, that data conversions and updates are efficient and accurate and that client satisfaction is closely monitored to maximize client satisfaction.

Oversight of Experts, including ensuring that, through a member of your team reporting directly to you, our consultants are trained and effectively using the platform to help clients build their fundraising programs and that we have always have a deep bench of trained consultants to meet our customer needs as we grow.

Oversight of Product Development including ensuring that we continue to have a streamlined and inclusive process around development priorities and that release schedules are communicated and met.

Responsibilities

You will need to lead by example and you will be expected to get your hands dirty.  You will have to create process where it doesn’t exist and you will be expected to improve upon process where it does.  You will also play a key role in shaping the culture and core values, and be part of company’s leadership team.

·      Support efforts to on-board new customers including facilitating migration of customer data to the DonorPath platform.

·      Create and implement operational and management reporting tools to track product/service quality, operational efficiency, and customer satisfaction.

·      Continually identify operational improvements that enhance quality, efficiency and customer satisfaction.

·      Ensure all active customers are billed correctly and that we have an effective process for transitioning clients from free trial to the paid service.

·      Lead and/or manage other company projects as needed.

·      Recruit, train, motivate, and mentor your team reports and others in the organization as needed.

·      Develop a workforce model that efficiently scales your team as the organization grows.