Manager, Partner Success and Customer Support (Bilingual; Full-time, Hybrid)

CrowdChange is a Toronto-based fundraising and event management platform built to support and grow with our Nonprofit partners, in an ever-changing digital fundraising landscape. Our mission is simple: Partner with our clients to provide an intuitive, comprehensive fundraising platform so they can focus on what matters most - their cause.

CrowdChange is seeking a Manager, Partner Success and Customer Support for our industry-leading fundraising platform. In this dual role, you will work with Enterprise Partners and your Partner Success counterparts in Onboarding, Support and Training, and work closely with our partners in the Execution of their fundraising programs. You will work with other cross-functional teams to ensure, manage, measure and monitor partner success and minimize client churn.

This unique role spans Partner Success, Customer Support and Product Development. You will work closely with our Customer Support team to address concerns from our user base through that channel, while playing a key role in developing and expanding our internal and external product knowledge base.

Reporting to the VP, Partner Success and Product Development, this role will include working closely with our UX design and product teams to continually review and enhance the bilingual elements of our platform.

Responsibilities:

• Serve as the lead point of contact for a variety of small and mid-market Nonprofit partners.
• Build and maintain strong, long-lasting partner relationships.
• Assist in the execution of partner rollout, training and implementation.
• Develop, support and execute client-facing webinars and education sessions.
• Become a CrowdChange product expert, and use this knowledge to service our clients and users through our Customer Support channel.
• Create incident reports for technical issues discovered on the platform, and work with our development team to test fixes and updates to the system.
• Work with Customer Support, Partner Success and Development teams to ensure internal and external documentation is updated as product releases are pushed.
• Review internal processes within Partner Success and Customer Support to improve our bilingual customer experience.
• Review design prototypes and product updates to ensure text translations meet French-Canadian standards.

Qualifications:

• Fully bilingual (English & French)
• 2+ years experience working in a client-facing or account management role; experience in the Nonprofit and/or technology sector(s) is an asset.
• Previous customer service experience with strong interpersonal skills.
• Strong computer/technical skills and proficient in Microsoft and Google Suites.
• Excellent verbal and written communication skills and comfortable speaking/presenting in client/project meetings.
• Ability to take direction, work independently and manage multiple accounts/tasks simultaneously.
• A positive attitude and willingness to learn about our industry and from our team.
• A Self-starter, self-motivated personality, who can take on initiatives and is hardworking and enthusiastic.
• Very organized, with the ability to meet tight deadlines, deal with multiple requests, and when in doubt, ask questions!

What we offer:

This is a unique opportunity to join a fast-growing company doing meaningful work. The candidate will have the opportunity to work in a hybrid structure, while collaborating virtually with a supportive team. As the company continues to grow quickly, so will your role and personal development:

• Opportunities and projects to explore and nurture your talent for relationship cultivation and creative thinking.
• Rewarding and meaningful work in helping to support philanthropic efforts among a network of highly engaged Nonprofits.
• A welcoming culture and enthusiastic team eager to help you succeed.
• Opportunity to quickly grow your position within the company and your personal development.
• Hybrid work environment.
• Full health benefits.
• Highly competitive compensation

To apply, send resume to: careers@crowdchange.co