See the world. Make it better.

On February 1, 2019 Foundation Center and GuideStar joined forces to become Candid, a 501c3 nonprofit organization. Candid connects people who want to change the world to the resources they need to do it.

Every year, millions of nonprofits spend trillions of dollars around the world. Candid finds out where that money comes from, where it goes, and why it matters. Through research, collaboration, and training, Candid connects people who want to change the world to the resources they need to do it. Candid’s data tools on nonprofits, foundations, and grants are the most comprehensive in the world.

Candid’s vision is an ambitious one. But we know that when we make investments in our talent, it translates to more access and better knowledge for those working for social good around the world.

POSITION: Customer Success Manager

REPORTING TO:

Senior Director of Subscription Products

MANAGEMENT SCOPE:

3 direct reports

LOCATION: New York, NY

DEPARTMENT SUMMARY

Our Customer Success team advises and guides customers through a suite of subscription products and ensures the products are utilized to their full potential, drive value, and meet the needs of the customer.  The team is responsible for general, enterprise, and Funding Information Network level subscribers and as such, should be cognizant of the unique needs of each cohort.

Candid subscription customers require outstanding products and seamless service in order to facilitate the critical missions of their work in the social sector.  The Customer Success team plays a central role in fulfilling Candid’s mission of supporting these nonprofits and enabling them to thrive.

POSITION SUMMARY

The Customer Success Manager will have three major components to their role.  The first will be to lead a team of subject matter experts who will execute important touch points throughout the customer life cycle, manage the various communication channels and develop metrics and efficiencies to improve the customer experience.  With each interaction, the goal is to ensure the customer has achieved their desired outcomes with our products, ultimately driving engagement. 

The second aspect of the position will be to develop, secure, and nurture relationships with our largest enterprise customers.  This includes essential product support (training, demos, etc.) managing renewals and driving sales conversions for acquisition efforts.

The third component will be to collaborate with product and marketing.  This collaboration will include, but is not limited to, identifying and converting upsell opportunities, driving new sales, and proactively interceding to minimize subscription churn.  This is a supporting yet critical role to implement marketing initiatives and showcase product utility. 

RESPONSIBILITIES
  • Manage the Customer Success Department (current staff of 3 people).
    • Lead, mentor and coach staff performance of the following responsibilities:
      • Ensure Customer Success Specialist understands and executes the technical aspects of clients’ support (product and account issues) efficiency and effectively.
      • Train and develop each staff member to become a SME for the complete product portfolio.
      • Work with the Customer Outreach Specialist to manage the sales funnel.
      • Collaborate with the marketing team as its implementation partner for various retention, upsell, cross-sell and promotional initiatives.
  • Manage the Enterprise client relationships through retention and acquisition efforts.
    • Drive and respond to all enterprise lead generation opportunities.
      • Provide responsive product demonstrations and customized user trainings.
    • Maintain contacts for enterprise contacts (technical, administrative and billing).
    • Monitor all renewals and support needs for enterprise clients (including consortia partners).
    • Provide product training as necessary to support current product features and showcase new functionality to ensure that clients are empowered to achieve maximum product performance.
    • Respond to all technical issues and collaborate with internal stakeholders to efficiently resolve issues.
  • Develop metrics & efficiencies to improve the customer experience.
    • Establish department SLAs that support best-in-class customer success including but not limited to response time, response duration, and issue resolution.
      • Initiate and implement process improvements as necessary to provide best-in-class customer support.
    • Create and monitor call and chat KPI reports to ensure SLA compliance and identify areas for enhancements.
    • Track and report all metrics associated with implementation of marketing initiatives, sales and retention channels.
    • Create, implement and report on Net Promoter Score.

 As needed:

  • Performs other duties and special projects
QUALIFICATIONS

Highly self-motivated, proactive and innovative problem solver and collaborative team player. Possess the ability to prioritize for maximum impact, balance empathy for users with objectives of the organization, maintain laser focus on details necessary to obtain key milestones, and adapt to changing needs of market and customers.  Dynamic presentation skills and ability to own the narrative.  Builds trust by delivering outstanding user experiences.  Ability to coach, grow talent and develop strengths in direct reports.

REQUIREMENTS

College (or advanced/graduate ) degree preferred; relevant experience or skill set will also be considered. Minimum of seven years of experience in customer service and sales. Prior supervisory experience is required. Requisite proficiencies in NetSuite, Salesforce, MS Office, Video Conferencing, Oracle, Tableau, and JIRA. Experience with SaaS/data subscription products is ideal. Excellent written and verbal communication skills. Sensitivity and respect for racial, gender, sexual orientation, and cultural differences.

Download the Customer Success Manager 110.05 kB pdf.

HOW TO APPLY

Please email your resume and cover letter to:

 careers@candid.org

Please put the title of the position you are applying for in the subject line. Your application will only be considered if all instructions above are met.

We offer a competitive salary and excellent benefits. Due to the high volume of applicants we typically receive, we regret that we can only contact candidates that we would like to interview.

Candid is an EO/AA/VET/DISABLED Employer.

We are committed to diversity, equity, and inclusion and especially encourage members of underrepresented communities to apply.

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In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.