Member Support Representative
Member Support Representative
DonorPath is the technology used to connect a community of nonprofits, experts, funders, and software, providing every organization with the simplicity, guidance, tools, and time to raise more money to fund their mission.
The Member Support Representative will be responsible for supporting the Community Engagement Manager in servicing both in-trial and subscribing members, including: data normalization as defined by DonorPath and support for all data- and analytics-related issues. The Member Support Representative will also provide support in managing member accounts, and participate in product testing duties to ensure optimal member experience.
Duties and Responsibilities
90%
- Review data exported from various database systems, including The Raiser’s Edge, DonorPerfect, Salesforce, and others.
- Review and analyze client data and conduct data consultations with new clients
- Repair and manage assigned data sets in accordance with DonorPath data standards
Import repaired data set to client’s dashboard and work with client to appropriately map the data
Reconcile and validate the data with the client
Provide support in situations where data issues present in clients’ accounts
Create Standard Operating Procedures for generating queries and reports in fundraising software systems
Collaborate with development team in escalating data issues that are beyond member support
Provide training to DonorPath staff and support for DonorPath members on the use of various fundraising software systems
Work with Community Engagement Manager to ensure members are leveraging all features of DonorPath and receiving optimal value from their membership
Provide support in several live web-based trainings per month on data best practices and product training
Conduct strategic consultations with current members who require additional assistance and intensive support
Contribute to the continued development of our training and implementation curriculum
10%
- Create and maintain a set of test cases to verify product functionality.
- Execute test cases and log defects during product release cycles.
Collaborate with development team and community support in developing product-supported data normalization process
Contribute to Sprint Planning meetings to provide opportunities for improving data normalization based on experience in working with clients’ data and documented reoccurrences of manual process and/or error
Knowledge/Skills/Abilities
Highly proficient in Microsoft Excel
Knowledge of SQL a plus
Highly detail-oriented
General understanding of nonprofits and fundraising
Strong interpersonal skills
Have a customer/client focus
Strong project management and organizing skills
Ability to manage multiple changing priorities and deadlines
Demonstrates technical proficiency in all aspects of data management and
reporting
Excellent analytical, organizational, and problem-solving skills
Flexibility to adapt quickly in response to client needs and knowledge
Ability to convey technical subject matter to non-technical audiences
A few reasons why you'll love working here:
Fast-paced, curious culture
Intelligent and supportive people to learn from, and to learn with
Great product, great customers
Use and build your skillset, while helping worthy causes sustain their missions
We’re growing fast, and you’ll be a vital part of that growth