Full-Time, Exempt position
We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives.
But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.
We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!
TechSoup is creating a Customer Success practice. This team will advise and guide a wide variety of customers across a spectrum of services and offers available to nonprofits. The Customer Success team will ensure that customers, clients and stakeholders make the most effective use of technology offers and services available through TechSoup, in order to provide ongoing value to nonprofits.
The Customer Success team will work closely with current cloud customers to discover their business needs and challenges and then coach them on the best ways to use TechSoup’s offers to meet their needs. Working closely with program, relationship and product managers as well as technical staff, the Customer Success team will provide input into customer offers/programs/services that will align with customers’ strategic plans, help identify areas where existing customers could improve their use of TechSoup’s offers, or uncover new ways that TechSoup could bring value to its customers.
The Customer Success Manager will be responsible for proactively driving cloud license and services adoption, customer retention, and value realization that leads to expansion and renewal opportunities.
Duties and Responsibilities
Develop program knowledge and expertise in order to effectively support the adoption and expansion of offerings within strategic accounts.
Develop a CSM framework – including setting processes, tools, staffing, and timelines to help create a new practice within TechSoup
Work collaboratively with TechSoup teams to define realistic success metrics for a new CSM team
Champion CSM throughout our TechSoup Network – developing best practices and support for our network partners
Manage a team that will ultimately:
Proactively engage with strategic accounts that have purchased cloud solutions and/or services in order to drive adoption of offerings.
Ensure strategic customers receive maximum value from products and services.
Establish and build relationships with key decision makers and economic buyers at organizations supported
Provide NGOs with a holistic solution to their technology needs.
Sell incremental cloud licenses and services through:
Consultative selling: understanding buyer needs and close expansion opportunities
Goal of attaching additional licenses and/or service sale to all strategic accounts
Ensure renewal of cloud licenses in all Strategic Accounts
Ensure the timely and effective delivery of products and solutions per the customer’s needs
Assist with high severity requests or issue escalations as needed.
3-5 years in a customer success management role.
Strong customer orientation and service skills.
Strong leadership skills – proven ability to establish relationships and lead discussions with various partners and executives
Exceptional organizational, presentation and communication skills, both written and verbal.
Strong follow through, organizational and time management skills required.
Flexible and adaptable to change and can work effectively in ambiguous situations.
Positive attitude and persistence.
Strong alignment with TechSoup’s core values: Promote Trust, Show Courage, Be Resourceful, Strive for an Equitable Planet, Be Relevant, Inspire
Bachelor’s degree or equivalent work experience required.