Customer Success, Account Manager
2 weeks ago
JOB DESCRIPTION
Overflow’s 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 customer’s 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 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, 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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