About the Role
The primary responsibility for this role is to manage the onboarding of our mid-market level customers by successfully implementing the Pushpay product suite. The right individual provides a distinctive post sale service that makes Pushpay the market leader and preferred choice for digital giving in the non-profit space. This individual possesses a passion for customer satisfaction, obsession for accuracy, a blend of technical and customer-interaction skills, a drive for excellence, can effectively navigate objections, and has what it takes to deliver results.
This position will require the aptitude to become an expert on the Pushpay product suite, underlying technology, competitive advantages, and convey those to Pushpay/echurch customers. This person will work best in a dynamic, technology-driven environment utilizing phone and web tools to effectively manage a high velocity of activity.
Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.
Benefits and Compensation
We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:
- 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
- 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
- 401K match
- Hybrid work model - 3 days in the office / 2 days remote
- 12 paid company holidays
- 2 paid volunteer time off days
- 15 days to start, increases with tenure and seniority
- Paid parental and adoption leave
- CO compensation range: $59,400 - $67,320
- WA compensation range: $62,424 - $70,747
Compensation ranges are determined by role and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
What You'll Do
- Project manage the onboarding and implementation of mid-market level customers, manage a pipeline, and meet or exceed KPI’s.
- Become an expert in the Pushpay product suite and set appropriate expectations with the customer.
- Deliver results, provide high quality customer interactions, drive product adoption, and effectively manage multiple/simultaneous implementations.
- Coordinate with Product, Service Delivery, and Customer Success teams to execute on implementation.
- Build and effectively execute account plans and strategies unique to each account.
- Regularly review assigned accounts to highlight key results, analyze metrics, demonstrate value, and emphasize the ROI, as well as, recommend process/procedure changes to better utilize Pushpay services.
- Help develop existing customer relationships with the company; in-line with the company service process and ensure maximum customer retention is achieved.
- Maintain knowledge of market conditions and competitive activities.
- Achieve monthly, quarterly, and annual goals and provide accurate, timely reports and forecasts as needed for management.
- Receive direction from the VP, Director of Implementation, and guidance from Customer Success Team Leads.
What You'll Bring
- 1+ years of working SaaS onboarding and implementation, as a Customer Success Manager, or equivalent experience.
- Excellent communication and project management abilities.
- Ability to identify, critique, suggest, and implement intelligent changes to the clients and business optimization processes.
- Strong problem resolution skills - proven ability to engage and interact with internal teams to resolve client issues.
- Bilingual in Spanish; ability to translate verbal and written communication, and speak to customers in Spanish, is a plus.
- Desire to work in a startup environment, with proactive mindset and minimum need for supervision.
- Experience with CRM software (e.g. Salesforce).
- Ability to prioritize and manage workload to meet deadlines.
- Ability to manage multiple, concurrent client relationships.
- Well-organized and strong work ethic.
- Ability to anticipate change and adjust priorities accordingly.
- Understanding of key drivers for local church success.
- Understanding of industry culture, products, and services.
- Excellent eye for detail – ability to create accurate and high quality pieces of work.
- The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office regularly (accessing files/storage, office equipment, computers and other office productivity devices, setting up and attending to meetings, etc.), is required.
- Ability to lift at least 25 pounds.
Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].
About Pushpay
Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!
**Applications will be taken on an ongoing basis
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