Client Success Support Associate

THE COMPANY

DonorSearch is the leading provider of prospect research solutions and AI powered technologies serving nonprofit organizations across the US. Headquartered in Maryland, with a growing remote employee staff, DonorSearch proudly services over 6800 clients. The DonorSearch values include innovation, excellence, growth, collaboration and delivering high quality results.

THE ROLE

Imagine helping nonprofit organizations across the country use technology to efficiently and effectively find prospective donors to fuel their missions and make the world a better place. Imagine working with some of the most prestigious nonprofit organizations in the world and showing them how they can expand their network for good with the insights DonorSearch provides. Does this sound like a fit for you?

 At DonorSearch, we are seeking a Client Success Support Associate, based in the United States, to join our amazing team.  This individual is someone who has a passion for innovation and new technologies, a strong commitment to client excellence, a keen sense of intellectual curiosity, and critical-thinking skills. 

The goal of the Client Success Support Associate is to provide world class customer support and engagement with the purpose of increasing client satisfaction, engagement with our solution and expanding the client knowledge of the entire DS solution set.

This is the role for you if:

• You love learning about technology and helping internal and external clients maximize technology – especially if you have an interest or passion for machine learning and AI
• Communicating value and teaching clients how to maximize their tools
• Enjoy fast-paced and high-growth environments
• Love collaborating with team members to define and improve processes and workflows
• Possess high levels of empathy and emotional intelligence
• Are intellectually curious
• Have positive mentality, good sense of humor 
• Demonstrate resilience and endurance when new challenges arise
• Are goal-oriented and possess a readiness to learn and grow
• Attention to details and a commitment to delivering high-quality documentation and client communication. 

Competencies

• Understand nonprofit fundraising;  a background in nonprofit fundraising and/or prospect research is strongly preferred. 
• Understand key terms like, APIs, search engines, prospect research, data analytics, artificial intelligence
• Proven problem solving skills
• Critical thinking
• Creativity and resourcefulness
• Excellent written and verbal skills
• High Emotional Intelligence

Primary Activities and Areas of Focus:

• Provide phone, email, and chat support for our clients (reactive).
• Employ team processes for monitoring low-usage clients and performing multiple channel outreach to re-engage them.
• Research, identify, schedule and deliver 10 strategic business meetings with clients in your portfolio each quarter.
• Provide one on one training for clients via web meeting on the DonorSearch solution set.
• Lead public training webinars on a rotating schedule with other team members.
• Multi-task and track multiple open tickets at various stages of completion.
• Work with multiple internal teams to find, analyze, and resolve client issues.
• Communicate the root cause to clients in non-technical/easy to understand terms.
• Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed.
• Provide recommendations to the Head of Client Success about how to improve customer experience.
• Work closely with the assigned Account Manager to maintain continuous knowledge of accounts.
• Utilize internal technology and systems to effectively manage and maintain engagement with clients in a specified portfolio
• Become a subject matter expert on DonorSearch solutions to effectively and efficiently support DonorSearch clients.

The base salary for this position is $50,000 annually. 

Bonuses you might earn may be up to $10,000. Bonus is the variable part of the salary and is driven by achieving quarterly and annual KPIs.