Customer Success Manager

  • Remote
  • Full Time
  • Customer Success
  • Experienced

Full time, remote 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!

Position

The Customer Success team works closely with TechSoup’s existing nonprofit customers to help them get the most out of the technology sourced through our product catalog. As a Customer Success Manager, you will serve as a trusted advisor to key contacts, manage the progression of each account, and identify opportunities to add more value to the relationship. This role will help customers use the solutions they’ve purchased while recommending complementary solutions that also fulfill other organizational needs.  

Duties and Responsibilities

 

  • Drive retention and growth among our strategic customers by understanding their organization’s mission and helping them to succeed through the most optimal and relevant use of technology in their environment
  • Serve as the primary contact for the onboarding of identified strategic customers
  • Establish proactive cadences with strategic accounts  to drive the adoption of offerings, including products, solutions, services, and training    
  • Send, collect, and analyze the Net Promoter Score for each assigned account    
  • Build success plans with key decision-makers and economic buyers at assigned accounts    
  • Provide NGOs with a holistic solution to their technology needs; coordinate with specialty resources as needed    
  • Identify and land expansion opportunities to existing nonprofit accounts by leveraging consultative selling strategies and fostering a deep understanding of buyer needs to close the right opportunities for them   
  • Track account spending and expansion to demonstrate growth with the TechSoup product catalog.    
  • Leverage program knowledge and expertise to effectively consult with customers to provide the best recommendation for the adoption and expansion of offerings   
  • Demonstrate technical expertise to support organizations in determining the right solution, aiding them in adoption, and supporting them through problem resolution

Qualifications       

  • 2+ years in a customer success manager or pre-sales technical solutions role, with a proven ability to talk about Cloud products and offerings   
  • Base technical knowledge of specific products, including but not limited to: Microsoft Office 365, Power Apps, PowerBI, and Power Automate
  • Existing Microsoft 365 Certifications preferred (MS-100, MS-900) but not required. Interest in attaining certifications a strong plus.
  • Experience working with cross-functional teams (e.g., Sales, Services, Marketing, Training, and external partners)
  • Comfortable dealing with ambiguity in a constantly changing environment.
  • Deep technical understanding of cloud products and ability to pick up new tools quickly    
  • Strong consultative and service skills    
  • Experience establishing trusted advisor relationships and leading 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 

Education

  • Bachelor’s degree or equivalent work experience required.

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

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