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Customer Success, Account Manager

3 months ago

Mountain View, United States Overflow Full time

JOB DESCRIPTION

Overflows Customer Success Manager is responsible for effectively nurturing customers throughout their lifecycle to provide education, increase product utilization, and deliver customer value. The more engaged a customer is with the Overflow team, the more likely they are to reach their objectives with Overflow and renew year over year. The PSM will ensure that customers receive the right touchpoint at the right time to develop a lasting partnership. The ultimate goal of the PSM is that customers love the platform so much they share Overflow with their network and grow the Overflow customer base.
REPORTS TO

Head of Success - Claire Machado
RESPONSIBILITIES

Work with a portfolio of customers to help them meet their business objectives through Zoom calls, trainings, content development, etc.

Create content and resources to provide education on various aspects of the Overflow product, donor development, church finances, generosity, and more.

Act as the customers guide to successfully launch Overflow to their constituents.

Develop and build strong relationships with key customer stakeholders and executive sponsors

Understand customers needs and priorities to optimize the use of the Overflow platform

Identify new opportunities to up-sell, cross-sell, and increase utilization of features

Effectively communicate application features and product information for new releases and facilitate their adoption

Be the voice of the customer and provide internal feedback on how Overflow can better serve our customers

Collaborate closely with various cross-functional teams (Product and Engineering, Marketing, and Go To Market) to drive better results.

Ensure excellent CRM usage and reporting

NON NEGOTIABLE QUALIFICATIONS

Alignment to Overflows mission to Inspire The World to Give founded on Christian Proverbs 11:24 The world of the generous gets larger & larger.

Agreement with Overflow Values which inspires Overflow Company Culture

Willingness to travel & participate in in person gatherings

Commitment to serving the evangelical Christian church space, along side wider 501c3 non profit space

DESIRED TECHNICAL SKILLS & APTITUDES

You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.

You care about the details and won't stop until a solution is found.

You engage clients from a place of authenticity and empathy, seeking to do whatever it takes for them to be successful.

You're an outstanding

verbal

communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.

You're an exceptional

written

communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.

You are exceedingly organized and are skilled in managing and following up on many tasks at once.

You are ready to move fast and learn fast

5+ years in a CSM role.

B2B experience is a must.

Experience on the staff of nonprofits or churches a huge bonus

Work from San Francisco Bay Area near Mountain View Headquarters is ideal - by 2024

TECH STACK

GENERAL TEAM
Slack

Google Suite

Notion

Zoom

Canva

Pitch

SUCCESS TEAM
Monday.com

Churn Zero

Salesforce

Calendly

Update AI

Zendesk

Text Expander

Aircall

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