Client Success Manager
Job Description

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About Us

We are building a better world by making estate planning accessible and dramatically increasing planned giving. Our software-as-a-service technology platform enables the most inspiring nonprofit organizations to dramatically amplify planned giving, while enabling individuals to create more impactful legacies. We invite you to join our fun, creative, fast-growing team for a meaningful adventure.

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About the Role

Giving Docs is seeking a full-time Client Success Manager to play a leading role in our relationships with nonprofit clients, as well as with our platform users. The Client Success Manager will lead all stages of post-sale partnership and customer management, becoming a trusted advisor to organizations in order to drive meaningful impact and foster long-term engagement. This role will report directly to the Head of Success.

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Responsibilities

• Be an in-house expert on the Giving Docs product and value proposition.

• Manage client relationships, with responsibility for ensuring that clients are delighted with successful, innovative, measurably impactful marketing campaigns.

• Oversee and deploy all aspects of marketing campaign development, troubleshooting challenges and uncovering opportunities with a creative, hands-on approach.

•  Facilitate cross-functional collaboration between internal and external teams, identifying, prioritizing, and addressing client and customer needs as well as service requests in a timely manner.

• In partnership with internal stakeholders and external partners, seek fresh ways to optimize the customer success operation across all touchpoints, developing and implementing engagement strategies for the benefit of increased and sustained long-term engagement.

• Support Product development efforts, uncovering potential opportunities and challenges  for our product roadmap based on client and user feedback.

• Assist in quality assurance on product feature rollouts as appropriate, and effectively communicate bugs, UX design, and functionality issues to Product and Engineering teams.

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Hiring Process

• 30 minute interview with hiring manager

• Interviews with additional Giving Docs team members (30 minutes with each)

• References Checked

• Offer letter sent

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About You

• Meaningful experience crafting and implementing nonprofit fundraising strategies, planned giving experience preferred.

• Excellent written and verbal communication skills, ideally in the area of individual giving donor marketing.

• 5+ years experience in customer success or donor relations.

• Proven track record of delivering extraordinary client/donor service. Desire to exceed meet customer expectations, and to seek opportunities to delight.

• Proficiency with CRM and project management tools and systems.

• High degree of empathy, with a demonstrated ability to listen carefully to and engage meaningfully with a wide variety of stakeholders.

• Demonstrated passion to serve the most impactful missions on the planet.

• Proven ability to work within teams to achieve ambitious goals.

• Comfort with moving quickly in a fast-paced start-up environment.

• Commitment to quality, rigor and integrity in independent and  collaborative work.

• Tenacity and drive to help play a critical role in a growing team.

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Salary and Benefits

• Annual starting salary range between $75k- $90k, depending on experience.

• Remote work environment with flexible hours- we are family friendly!

• Flexible and unlimited paid time off, in addition to over 13 official company holidays

• Medical, dental, and vision benefits

• Medical travel benefits, if needed healthcare for you or your dependents is not available locally

• Health savings account and flexible spending account options.

• 401k retirement plan with company match.

• Option to participate in employee stock equity pool.

• Paid family leave and paid parental leave

• Team learning, professional development, and team travel opportunities

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Equal Opportunity
Giving Docs is an equal opportunity employer, and we are committed to building and fostering a diverse, equitable, and inclusive team. We work with some of the largest and most inspiring organizations in the world, which lead initiatives focused on people of different identities and backgrounds in different ways. We believe we are stronger and most effective with a diverse team leading the charge. People of color, women, LGBTQ+ individuals and people with disabilities and/or underrepresented backgrounds are strongly encouraged to apply.

If interested, please email us at info@givingdocs.com with a brief cover letter and resume.