Partner Success Operations Specialist

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GiveCampus

WebsiteLinkedInAll Job Openings

Fundraising • Education • Social Networking • Advancement Software • Fundraising Solutions

51 - 200 employees

Founded 2015

🤲 Charity

📚 Education

☁️ SaaS

💰 $50M Private Equity Round on 2022-09

Description

• Manage metrics, internal workflows, tools, and automations that allow our customer-facing teams to deliver the highest possible value to their clients. • Ensure GiveCampus can deliver exceptional experiences to these organizations. • Work closely with Revenue Operations, Partner Success leadership, and our Partner Success Managers to define best practices, standardize activities and workflows, develop internal resources, and monitor performance and trends. • Success Metrics: Manage definitions and data collection on key indicators of partner success. • Journey Mapping and Optimization: Identify areas that need improvement in the customer journey. • Propose and implement changes to internal processes, resources, and/or measurement frameworks. • Playbook Automation: Identify workflows for the PS team that are associated with specific milestones in the customer journey. • High-Volume Partner Communications: Leverage technology to support the team in executing automated or scaled partner communications. • Risk and Escalations: Support internal frameworks for identifying partner risk factors. • Customer Segmentation: Maintain and adjust criteria for segmenting the customer base. • Low-Touch / Tech-Touch Programs: Manage additional automations and frameworks for low-touch customers. • Customer Success Platform: Manage GiveCampus’ Customer Success Platform, Vitally. • Data Monitoring and Reporting: Generate regular reporting on partner success metrics. • Capacity & Portfolio Planning: Support PS leadership in assessing and forecasting CS resourcing needs. • Data Quality Management: Ensure that customer data in CRM and PS tools is accurate and up to date. • PS Team Training and Knowledge Development: Provide support and training for team members.

Requirements

• Bachelor’s or greater degree preferred • 3+ years of experience in Customer Success or Revenue Operations - or equivalent experience in a similar operational or customer-facing role (Support Operations, Business Operations, Customer Success Management, Account Management) • Proven analytical skills with experience in data-driven decision-making as well as process mapping and optimization • Familiarity with Customer Success tools (e.g., Vitally, Gainsight, ChurnZero) and experience with CRM workflows and automation (e.g. Salesforce) is strongly preferred. • Excellent communication and interpersonal skills, with the ability to engage effectively with customers and cross-functional teams alike. • Detail-oriented with strong organizational skills and ability to manage multiple priorities. • Results-driven professional with the ability to thrive in a growth-oriented environment.