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Customer Success, Tap Activation Specialist

2 months ago

Birmingham, United States Overflow Full time

JOB DESCRIPTION

The Tap Activation Specialist is responsible for ensuring Overflow Tap customers successfully place their Tap orders and are equipped to be successful with Overflow’s Tap products. This role will be responsible for creating a smooth handoff post sale, gathering order details, and working closely with Tap production to deliver an excellent customer experience. An individual will be successful in this role if they are passionate about customers, can handle multiple projects with varying timelines at once, and are diligent about the details. This individual will have the opportunity to work with all new Overflow Tap customers to kick off their partnership and be the first interaction customers have with Overflow post-sale. REPORTS TO

Head of Partnership Success -

Claire Machado RESPONSIBILITIES

Interface directly with customers to share best practices, answer questions, conduct product trainings, and ensure customers are successful with Overflow’s Tap products.

Diligently follow the Tap Activation SOPs to ensure customers place correct orders and receive their order in a timely manner

Collaborate with third party vendors to guarantee orders are fulfilled correctly and on time.

Ensure the correct implementation of tech-touch onboarding processes.

Respond professionally and knowledgeably to Tap onboarding support inquiries through Zendesk.

Develop Tap onboarding resources to turn repetitive processes into scaleable, tech-touch systems.

Ensure excellent project management tool usage.

NON NEGOTIABLE QUALIFICATIONS

Alignment to Overflow’s 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, alongside wider 501(c)3 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 and partners from a place of authenticity and empathy, seeking to creatively problem solve to meet customer needs.

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

CSM, activation, or support experience a plus.

Experience on the staff of nonprofits or churches a huge bonus

TECH STACK

GENERAL TEAM Slack

Google Suite

Notion

Zoom

Canva

Pitch

CUSTOMER SUCCESS TEAM Zendesk

Monday.com

Internal Portals

OFFER LETTER

PROBATIONARY PERIOD

The first 90 days of your employment will be under a probationary period . During this period, both the company and you will determine whether you can perform the requirements of the job you have been assigned to. Near the end of this probation, we will assess your performance in the form of a standard review. COMPENSATION PACKAGE

BASE SALARY

Payable on a bi-monthly basis & subject to all withholdings & deductions as required by law EQUITY GRANT

Subject to approval by Board of Directors, 4 year vest, 1 year cliff BENEFITS OFFERING

* These details are for information purposes and are subject to any company policy or plan changes Medical Health Plan Dental Care Plan 120 hours paid time off (PTO) earned on an accrual basis ️ Company-paid holidays ️ Dependent Care FSA (DCFSA) ???? Paid parental leave plans Generosity Fund Disney Park Experience 401(k) Plan IRL Gatherings Mental Health Stipend

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