Established in 1956, Foundation Center is the leading source of information about philanthropy worldwide. Through data, analysis, and training, it connects people who want to change the world to the resources they need to succeed. Foundation Center maintains the most comprehensive database on U.S. and, increasingly, global grantmakers and their grants — a robust, accessible knowledge bank for the sector. It also operates research, education, and training programs designed to advance knowledge of philanthropy at every level. Thousands of people visit Foundation Center's website each day and are served in its five regional hubs and its network of more than 400 funding information centers located in public libraries, community foundations, and educational institutions nationwide and around the world.

POSITION:  Customer Success Manager

REPORTING TO:  Director of Subscription Products

MANAGEMENT SCOPE:

  • Customer Success Technical Specialist
  • Customer Outreach Specialist
  • Customer Success Associate

LOCATION: NYC (downtown Manhattan)

About the Customer Success department: Our Customer Success team advises and guides customers through a suite of subscription products and ensures the products are utilized to their full potential, drive value and meet the needs of the customer.  The team is responsible for general, enterprise, and Funding Information Network level subscribers and as such, should be cognizant of the unique needs of each cohort.

Foundation Center subscription customers require outstanding products and seamless service in order to facilitate the critical missions of their work in the social sector.  The Customer Success team plays a central role in fulfilling Foundation Center’s mission of supporting these nonprofits and enabling them to thrive.

POSITION SUMMARY

The Customer Success Manager will have three major components to their role.  The first will be to lead a team of subject matter experts who will execute important touch points throughout the customer life cycle, manage the various communication channels and develop metrics and efficiencies to improve the customer experience.  With each interaction, the goal is to ensure the customer has achieved their desired outcomes with our products, ultimately driving engagement. 

The second aspect of the position will be to develop, secure, and nurture relationships with our largest enterprise customers.  This includes essential product support (training, demos, etc.) managing renewals and driving sales conversions for acquisition efforts.

The third component will be to collaborate with product and marketing.  This collaboration will include, but is not limited to, identifying and converting upsell opportunities, driving new sales, and proactively interceding to minimize subscription churn.  This is a supporting yet critical role to implement marketing initiatives and showcase product utility. 

RESPONSIBILITIES

  • Manage the Customer Success Department (current staff of 3 people).
    • Lead, mentor and coach staff performance of the following responsibilities:
      • Ensure Customer Success Specialist understands and executes the technical aspects of clients’ support (product and account issues) efficiency and effectively.
      • Train and develop each staff member to become a SME for the complete product portfolio.
      • Work with the Customer Outreach Specialist to manage the sales funnel.
      • Collaborate with the marketing team as its implementation partner for various retention, upsell, cross-sell and promotional initiatives.
  • Manage the Enterprise client relationships through retention and acquisition efforts.
    • Drive and respond to all enterprise lead generation opportunities.
      • Provide responsive product demonstrations and customized user trainings.
    • Maintain contacts for enterprise contacts (technical, administrative and billing).
    • Monitor all renewals and support needs for enterprise clients (including consortia partners).
    • Provide product training as necessary to support current product features and showcase new functionality to ensure that clients are empowered to achieve maximum product performance.
    • Respond to all technical issues and collaborate with internal stakeholders to efficiently resolve issues.
    • Develop metrics & efficiencies to improve the customer experience.
      • Establish department SLAs that support best-in-class customer success including but not limited to response time, response duration, and issue resolution.
        • Initiate and implement process improvements as necessary to provide best-in-class customer support.
    • Create and monitor call and chat KPI reports to ensure SLA compliance and identify areas for enhancements.
    • Track and report all metrics associated with implementation of marketing initiatives, sales and retention channels.
    • Create, implement and report on Net Promoter Score.

As needed:

  • Performs other duties and special projects

Qualifications

Highly self-motivated, proactive and innovative problem solver and collaborative team player. Possess the ability to prioritize for maximum impact, balance empathy for users with objectives of the organization, maintain laser focus on details necessary to obtain key milestones, and adapt to changing needs of market and customers.  Dynamic presentation skills and ability to own the narrative.  Builds trust by delivering outstanding user experiences.  Ability to coach, grow talent and develop strengths in direct reports.

Requirements

BA/BS degree. Excellent written and verbal communication skills. Required proficiencies: NetSuite, Salesforce, MS Office, Video Conferencing, Oracle, Tableau, and JIRA.  Minimum of seven years of experience in customer service and sales, must include supervisory experience.