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This is a fully remote role that may require occasional travel, including to Resilia’s New York and New Orleans offices for collaborative opportunities such as team retreats and gatherings. #LI-remote
< class="h3">Market OpportunityEvery nonprofit is unique and so are their capacity needs. Yet they find it difficult to access capacity building solutions that meet them where they are. Resilia’s mission is to strengthen and uplift nonprofit organizations by elevating their stories, driving advocacy efforts, and prioritizing those that are underserved through long-term capacity building. We serve nonprofits, foundations, corporations, governments, and other grantmakers, centered on trust-based philanthropy principles and meeting changemakers where they are.
Resilia’s three Software-as-a-Services products are designed with a human touch.
- Nonprofit Formation - Empowers brand-new nonprofits to achieve tax exempt status while enabling annual compliance.
- Nonprofit Platform - Provides capacity building support in fundraising, board management, program management and the collection of data.
- Funder Program - Sponsored by grantmakers (foundations, governments, corporations), nonprofits are able to build mission-facing and back office capacity in a manner that best suits them. Resilia’s Funder Program meets nonprofits where they are through a combination of an online platform, 1:1 nonprofit coaching and peer-to-peer learning.
With a first-to-market solution and a team of builders with extensive startup, nonprofit, and corporate experiences, Resilia is well poised to democratize technology in order to solve some of the social good sector’s biggest legacy challenges, while re-defining the notion of technology for good.
< class="h3">About the roleThe Customer Success Operations Manager will play a critical role in carrying out Resilia’s mission and strategic goals, optimizing processes for Resilia’s Customer Success team.
You will work to build and continuously improve processes to scale the Customer Success team impact. Using data evaluation, tools and project management skills, you will deliver actionable insights and recommendations to drive performance and efficiency at all business levels.
This role reports to a Senior Manager, Customer Success.
What You Will Do
- Build scalable processes to support the Customer Success team in pursuit of customer account retention and expansion.
- Identify and implement Customer Success Management tools to automate and improve customer experience management
- Create and maintain internal documentation such as playbooks, process flows, and guides for the Customer Success Team
- Lead the Customer Success team in monitoring platform adoption and preparing detailed reports for funders on measurable items, such as milestones and deliverables
- Perform deep data es to identify customer experience improvement opportunities and work across departments to put insights into action
- Become an expert on Resilia’s platform and capacity-building tools and resources
- Collaborate with Solutions Engineering to research and roll out tools and processes that drive scalability
- Ensure efficient knowledge and best practices sharing among the Customer Support team and Resilia community
- Own the processes and monitoring of the CS Coaching and Customer Chat calendars.
- Ensure timely responses and closure to all communication to Resilia’s Success@ inbox.
Qualifications
- 3-5 years experience in a Customer Success operational/data role.
- Subscription based SaaS experience.
- Strong knowledge of database reporting and dashboards (previous experience with Hubspot strongly preferred)
- Advanced Excel skills (or G-suite equivalent) with ability to translate data into actionable insights
- Solid experience with Customer Relationship Management Software (e.g. Hubspot, Strikedeck, Gainsight, Pendo, Totango, Salesforce)
- Knowledge of in-app messaging Software (e.g. Intercom).
- Experience with customer support platforms (e.g. Zendesk, FreshService).
- Experience with Customer Success enablement, onboarding and training.
- A naturally curious, solution-oriented problem solver
Why Resilia? Resilia powers the people changing the world.
Resilia is an inclusive and welcoming workplace where our team thrives on collaboration, creativity, innovation, and fun. We are proud to offer competitive salary commensurate with experience and excellent benefits including unlimited PTO, paid parental leave, medical, dental, vision and life insurance, a 401k program, mental health support, a healthcare advocate, short-term disability, and commuter benefits, with potential for equity stake in a fast growing company.
Resilia is an Equal Opportunity Employer and does not discriminate on the basis of an inidual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.
