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Self Service Customer Success Manager

Company: Pushpay
Location: Redmond
Posted on: May 3, 2021

Job Description:

Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.

We recently announced the exciting news of Pushpay and Church Community Builder merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay's core strategy of providing innovative, market-leading solutions for customers.

Job Summary:

At Pushpay the Self Service Customer Success Manager plays a key role in enabling an incredible relationship of our customers with our brand. You will be quota-based, where you are responsible for the retention, renewals, and strategic support in a specific book of accounts. Your goals will include annual renewal dollars, expansion, and upsell of products, and growing giving through the Pushpay platform. Dedicated to making our customers successful in their deployment, adoption, and usage of Pushpay, you will do all of this while creating a strong relationship with our brands in a self service model.

Duties/Responsibilities:

  • Revenue Retention: You will have targets and goals that ensure our customers stay customers.
  • Adoption Target: We are here to help our organizations deploy and use Pushpay, but the work doesn't stop there. We help them engage with their givers and drive adoption beyond the organization.
  • Upsell: We are building the most powerful engagement platform in the market. You will be responsible to sell additional products and features.
  • High Sales Activities: You will have the opportunity to work with 100's of customers and with that comes a responsibility to make large volumes of calls and emails.
  • Pushpay Product Training and Assistance: You will be an expert in Pushpay's products so you are able to help with training, deployment, and giver adoption. This knowledge will help us ensure our successes, which drives both retention and upsell.
  • Billing Escalation: In this fast paced environment we want to ensure our customers understand their contracts, fees and terms. This role will be highly focused on educating our customers and building a robust self service model of engagement around such.
  • Other related duties as assigned.

Education and Experience:
  • 2 years+ of sales, account management, or customer success experience.
  • Bachelor's Degree or 5+ years of experience.
  • Proven track record with quota/ target attainment.
  • Ability to build relationships with large account sets.
  • Managed 100+ accounts in prior roles.

Required Skills/Abilities:
  • Experienced. You have at least 2 years of inside sales, account management or renewal team management experience. You've used and have working knowledge of Salesforce.com or a similar CRM system.
  • Experience with maintenance renewal process, Non-for-Profit, Education, or Faith verticals and/or background in software preferred.
  • Excellent Communicator. Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in front of large groups.
  • Problem Solver. You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a "self- starter" or "driven".
  • Multi-Tasking. The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands. You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work.
  • Business Minded. You love learning technology, and have impeccable business acumen.
  • Detail Oriented. You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects checkpoints with attention to accuracy and detail.
  • People Person. You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization.
  • Performer. You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don't settle for the status quo. You love to "over" perform and can show your successes.
  • Naturally Curious. You love to learn about why and how things work. Your favorite question as a child was "Why?". You like to spend time understanding your customer's needs in detail, and how you can help. You look for ways to be better every day.
  • Fun and Fast Paced . You like the start-up world. You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people.

Keywords: Pushpay, Redmond , Self Service Customer Success Manager, Other , Redmond, Washington

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