Position at Community Brands

POSITION OVERVIEW

The Customer Success Manager (CSM) is responsible for working with Community Brands clients from the point of implementation to event completion and post-event follow-up. The CSM will provide consultation on best practices for integrating the Community Brands software in to their fundraising event. While not required to attend the event, the CSM should ensure the event night team is setup for success in the way of pre-event coordination and planning efforts.

 
KEY DUTIES

• Create customers for life
• Help our clients raise as much money as possible for their cause
• Identify and help clients implement strategies that increase revenue 
• Ensure that Community Brands delivers an outstanding client experience
• Provide input as the voice of the customer by understanding their organization

RESPONSIBILITIES (Including but not limited to):

• Ensure our clients achieve and exceed their fundraising goals and objectives, which in turn creates loyalty and a high rate of retention in our client base
• Engage with customers to promote software adoption and on-boarding strategies
• Deliver staff and volunteer training programs
• Provide best practices that positively impact the customer’s fundraising experience
• Record and manage customer communication in CRM
• Manage event planning process and expectations with client to ensure event night team is setup for success
• Develop and maintain strong client relationship throughout the term of service, while exhibiting and demonstrating company vision and values – with the goal of achieving best in class customer satisfaction
• Assist in the triage and resolution of client support issues
• Adhere to all company policies and procedures
• Act in the best interests of our clients and Community Brands with a willingness to go above and beyond

QUALIFICATIONS

• Desire to learn, grow and help our non-profit partners succeed
• Preferred 1-year event planning, business management, or client service experience
• Bachelor’s degree or equivalent work experience
• Comfortable in a fast-pace, ever evolving, team environment
• Ability to understand multiple technology tools used by client bases
• Experience using Microsoft office/Google/Salesforce products (Word, Excel, PowerPoint)
• Self-starting initiative and adaptability
• Effective communication skills both verbal and written

KEY COMPETENCIES

Composure                                Thinking Clearly & Analytically

Conflict Management                  Managing & Measuring Work

Customer Focus                          Organizing and Planning

Time Management                       Problem Solving

Decision Making                         Empathy