An international company is seeking a talented and experienced team member to join their Success Center. This position works as a dedicated resource to support a portfolio of customers. The ideal candidate is technically savvy, customer-focused, and has a learning mindset.
This is an opportunity to join a collaborative, high-performing team that is focused on supporting nonprofit clients in the Human Services, Philanthropy, Fundraising, and Education sectors directly impacting world-changing missions. You will be directly connecting with clients and building opportunities for nonprofits to improve their impact. This position exists in a purpose-driven culture and will expose team members to a variety of clients and technologies that aim to improve the world we live in.
What We’re Looking For:
At least 2 years of Salesforce.com experience, with six months experience as a System Administrator required.
Must be ready to have Salesforce Administration certification within 3 months of employment.
Ability to quickly assess situations and understand requirements.
Strong experience in creating reports and dashboards
Demonstrated success training end-users.
Experience with a variety of third-party AppExchange apps such as Conga, Apsona, Workato, and others.
Excellent written and verbal communication skills are among your strengths.
Experience working in diverse communities and across social, economic, and cultural differences.
Hands-on experience with data migration and active data quality management.
Prior experience working with nonprofits preferred, experience with nonprofit sector applications: Salesforce.org Nonprofit Success Pack (NPSP), Exponent Case Management (ECM), FoundationConnect, etc.
What You Will Be Doing:
Providing superior customer support via email and video conferencing to nonprofit customers.
For existing customers, providing re-training (as needed), as well as first- and second-level support for product issues.
Helping customers find creative uses for their suite of services to meet their needs.
Maintaining existing materials and creating new, sometimes tailored, training materials for new customers and products.
Acting as subject matter expert for technology in the nonprofit spaces we serve, namely philanthropy, fundraising, education, and human services.
Developing expertise in all products and solutions that the organization might utilize, especially ECM and Salesforce.
Hosting training sessions, training clients and clearly communicating the benefits and functionality of each solution.
Collaborating with the Customer Success Manager on outreach strategy to increase customer engagement and maintain high levels of customer retention.
Maintaining accurate records and providing pertinent reporting about customers’ adoption or ongoing barriers.
Working with internal teams to gather insight about customer behavior and product feedback to fuel customer success and the company's growth.
Continuously improving knowledge, skills, and processes.
Actively participating in the company’s inbound marketing processes (e.g. creating blog content, social media, etc.).
REF#E180522
