Implementation Specialist 2, Catholic

Description

You will lead onboarding for new customers across every segment, taking them through full implementation of the company product suite, which is a set of mobile apps, management software and giving tools for non-profits.

The role is a post-sale position that helps keep the company the leading choice for digital giving in the non-profit sector. The team is about 550 people supporting more than 10,000 customers. The company is growing quickly and has made several acquisitions in recent years.

The role sits within the Catholic segment, working with parishes.

Responsibilities

• Run onboarding and implementation for Catholic customers, manage your pipeline, and hit or beat your KPIs.
• Learn the company product suite thoroughly and set clear expectations with each customer.
• Manage several implementations at once, delivering results, strong customer conversations and product adoption.
• Work with Product, Service Delivery and Customer Success to carry out implementations.
• Write and carry out an account plan for each account.
• Review your accounts regularly, track key results and metrics, show customers their value and ROI, and suggest changes to how they use the company.
• Strengthen existing customer relationships in line with the company's service process, aiming for the highest possible retention.
• Keep up with parish software market trends and competitor moves.
• Meet monthly, quarterly and annual targets, and produce accurate, timely reports and forecasts for management.
• Take direction from the VP and Director of Implementation, and guidance from the Customer Success Team Leads.

Requirements

• A bachelor's degree (BA or BS).
• 3+ years in SaaS onboarding and implementation, or as a Customer Success Manager.
• Clear verbal and written communication.
• Ability to spot problems, critique processes, propose and put in place sensible improvements for clients and the business.
• Proven skill at resolving client problems by working well with internal teams.
• Comfortable in a startup, able to work proactively with little supervision.
• Experience with CRM software such as Salesforce.
• Ability to set priorities, manage workload and meet deadlines.
• Ability to handle many client relationships at the same time.
• Organized, with a strong work ethic.
• Ability to anticipate change and reprioritize as needed.
• Understanding of what makes Catholic parishes succeed.
• Understanding of the industry's culture, products and services.
• Sharp attention to detail, producing accurate, high-quality work.
• Not required: Spanish fluency, including translating verbal and written communication and speaking with customers in Spanish.

Conditions

Hybrid schedule: 3 days a week in the COS office and 2 days remote.

Remote work is possible only in these states: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, VA, WA. Candidates in other states are not being considered at this time.

Compensation range: $67,500 to $78,489. The range covers all US locations. Individual pay within it depends on work location, skills, experience, and education or training.

The job is mostly desk-based, with long periods at a computer and phone. Occasionally you may need to lift up to 50 pounds, walk, bend or stand. Management sets the essential functions, but other tasks may be assigned.

The company accommodates disabilities and religious needs on request, including changes to equipment or furniture.

Benefits

• Employer-paid premiums: 100% for the Medical HDHP plan, Dental and Vision for employees.
• Employer-paid premiums: 70% for the Medical PPO plan for employees, plus Medical, Dental and Vision for dependents.
• 401(k) match.
• 12 paid company holidays.
• 2 paid Volunteer Time Off days.
• 15 days of PTO to start, rising with tenure and seniority.
• Paid parental and adoption leave.