<div><strong>About Subsplash</strong></div><div>Subsplash—The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world, serves 14,000+ clients, creating impactful products, and delighting the millions of real people who use our platform every day. Subsplash is one of the fastest growing companies in the U.S. (Inc. 5,000 Fastest Growing Companies in 2020) and has won awards for best mobile experience, been voted one of Seattle and Austin’s best places to work multiple years in a row, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, our passion is to equip churches to make a lasting impact in our world. Our team of 290+ mission-driven people who are committed to our core values of humility, innovation, and excellence has pioneered the market with over 30-firsts for the church market including the first-ever church mobile app.&nbsp;</div><div><br>Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to <a href="https://www.glassdoor.com/Overview/Working-at-Subsplash-EI_IE949698.11,20.htm">Glassdoor</a> and see for yourself!</div><div><br><strong>Client Success Team</strong></div><div>The Client Success Team is a key part of the Business Development Group at Subsplash. Their primary focus is on partnering with clients to dream big, develop, and implement strategies that will help them successfully leverage our platform to engage their audience and maximize the impact of their mission. This team is made up of individuals who are high-energy, relationship-based, enthusiastic, creative, part super-sleuth, part sales professional, and part evangelist that have clear goals and incentives linked to team and company success.</div><div><br><strong>About the Role</strong></div><div>As an Account Manager - Client Success Team, you will report to the Manager of the Client Success Team. The CSM's primary goals are to delight clients, increase retention, and increase recurring revenue through the adoption of Subsplash services by strategically consulting, strengthening relationships, staying informed and educating clients on industry knowledge, and helping clients maximize their investment in Subsplash through fuller utilization of our platform. If you like collaborating with awesome people, making their day better, and quoting episodes of The Office, this role is probably the right fit for you!&nbsp;</div><div><br><strong>Your Priorities&nbsp;</strong></div><ul><li>Build relationships with targeted clients via phone and email communication</li><li>Inform clients of exciting new products and features and value of Subsplash platform</li><li>Develop innovative solutions catered to client needs</li><li>Help clients succeed in their utilization and implementation of Subsplash products</li><li>Stay educated and be able to educate clients on industry information</li></ul><div><br><strong>Qualifications</strong></div><ul><li>Sales, Client Success, or Account Manager background (1-2 years of experience)</li><li>Experience with small-tier clients</li><li>College degree</li><li>Demonstrates drive for humility, innovation, and excellence</li><li>Motivation for sales and commitment to team mission</li><li>Strong oral and written communication skills</li><li>Proficient at prospecting and online profiling</li><li>Passionate about influencing, negotiation, and closing</li><li>Knowledgeable and enthusiastic about technology industry</li><li>Exhibit technical savviness. Experience with SaaS platform, apps, analytics, data, or databases preferred</li><li>Customer Relationship Management (CRM) experience (Salesforce preferred)</li><li>Willingness to travel occasionally</li><li>Knowledge and/or experience working in the faith sector is highly preferred</li><li>Knowledge of church staff roles and dynamics is a plus</li></ul><div><br><strong>Compensation</strong></div><div>The base salary for this role is between $50-55k/yr, with an average first year on-target-earnings (OTE) ranging from $68,000 - 82,000/yr.</div><div><br><strong>Location</strong></div><div>Subsplash currently has operations in 27 states across the US! As much as we would love to have employees in as many states and countries as we have clients, we are currently limiting hiring to the states we already operate in. As a result of that,<strong> this role is only available as a 100% remote position if you reside in one of the following states:&nbsp;</strong></div><div>AL, AR, AZ, CO, FL, GA, ID, IA, IN, KS, KY, MO, MI, MN, NC, NM, OK, OH, OR, SC, SD, TN, TX, UT, VA, WA, WY.</div><div><br>Unfortunately, if you do not reside in one of these states, we are unable to consider your application.</div><div><br><strong>Benefits</strong></div><div>Generous Paid Time Off (Accrual rate of 15 days for the first year and then 20 vacation days per year beginning on your 1 year anniversary), Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech</div><div><br><em>This position is classified as Full-time/Non-Exempt and therefore is eligible for overtime pay. Primary position hours are 7:30 am to 4:30 pm Mon-Fri.</em></div><div><br>Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice. <strong>Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.</strong></div>

Account Manager - Client Success Team

<div>Ministry Brands is looking for a Manager, Client Support to join our growing team!&nbsp;</div><div> &nbsp;</div><div><strong>Who we are&nbsp;</strong></div><div>Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.   &nbsp;</div><div>  &nbsp;</div><div>Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.  &nbsp;</div><div>&nbsp;</div><div><strong>What You'll Do:&nbsp;</strong></div><div>As the Manager, Client Support, you will supervise a staff of client support specialists who provide technical product support to enterprise clients and/or end users. You will manage the team’s daily workload to ensure required service volume and quality levels are attained. You will assist with critical client escalations and train/coach your team in standard policies, procedures, and best practices to provide a high level of service to our clients.&nbsp;</div><div>&nbsp;</div><div><strong>Key Responsibilities:&nbsp;</strong></div><ul><li>Manage a team of technical support specialists, monitor, and review responses and resolutions with enterprise clients &nbsp;</li><li>Provide coaching and feedback in regular one-on-ones with Associates &nbsp;</li><li>Actively contribute to and foster a positive team culture that is grounded in feedback and focuses on client experience &nbsp;</li><li>Assess, propose, enhance, implement, and analyze KPIs needed to optimize team performance and client experience &nbsp;</li><li>Prioritize team's escalation needs and prepare commentary with Support Directors during weekly meeting &nbsp;</li><li>Responsible for Support QA testing as needed with assigned team and relaying findings/risks in companywide meetings &nbsp;</li><li>Assist with product documentation and product/system training as SME's (or identifies SME's as needed from within team) &nbsp;</li><li>Assist in establishing KPIs and evaluating team activities against those KPIs &nbsp;</li><li>Review and analyze reporting metrics and client sentiment to identify areas for improvement of the client experience &nbsp;</li><li>Responsible for team's data and summary/commentary for monthly leadership Business Reviews &nbsp;</li><li>Estimate client needs, team workload, and team capacity, and flex staff resources accordingly &nbsp;</li><li>Participate in performance management and evaluations of team members &nbsp;</li><li>Participate in the hiring of new team members &nbsp;</li><li>Support processes that align with adjacent department process rollouts &nbsp;</li><li>Participate as a member of the Operations management team, collaborating with other managers and leaders to communicate status, solve issues affecting more than one department and implement solutions needing cross-functional involvement to attain joint objectives &nbsp;</li><li>Champion client experience improvement initiatives &nbsp;</li><li>Maintain individual knowledge and ensures team knowledge around the products, services, and platforms that we provide to our client base &nbsp;</li><li>Provide input to (and in some cases champion) Product, Service and Process enhancement initiatives to drive a stellar client experience&nbsp;</li></ul><div><br><strong>Who You Are:&nbsp;</strong></div><ul><li>Passionate about creating a delightful client experience and enthusiastic about helping purpose driven organizations &nbsp;</li><li>Comfortable interacting with client &amp; company executive leaders&nbsp;</li><li>Bachelor’s degree or an equivalent combination of education and experience&nbsp;</li><li>3+ years of experience in a technical support environment, or related fields&nbsp;</li><li>Experience working in technology is preferred &nbsp;</li><li>Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook &nbsp;</li><li>Demonstrated ability to learn and understand complex office software applications &nbsp;</li><li>Experience with client support ticketing and phone systems preferred (We use Zendesk and Purecloud) &nbsp;</li><li>Strong leadership, development, and organizational skills &nbsp;</li><li>Excellent verbal and written communication skills &nbsp;</li><li>Ability to prioritize work and handle multiple tasks &nbsp;</li><li>Excellent time management skills &nbsp;</li><li>Experience in Salesforce, Zendesk, and Azure Dev Ops is a plus &nbsp;</li><li>Strong attention to detail &nbsp;</li></ul><div>&nbsp;</div><div><strong>Physical Considerations:&nbsp;</strong></div><ul><li>Ability to work in a general office environment&nbsp;</li><li>Ability to handle extended periods of computer-based work, including telephone&nbsp;</li><li>Ability to work flexible and long hours, as needed, including outside regular business hours and days&nbsp;</li><li>After hours, weekend, and holiday coverage may be required and assigned as needed </li></ul><div>&nbsp;</div><div><strong>Travel Considerations:&nbsp;</strong></div><ul><li>&nbsp;Domestic and/or international travel required, estimated up to 5%&nbsp;</li></ul><div>&nbsp;</div><div>Benefit offerings designed to promote a life of balance!  &nbsp;</div><div>At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success. &nbsp;<br> &nbsp;<br>Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them. &nbsp;</div><div>&nbsp;</div><div>Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!  &nbsp;</div><div>&nbsp;</div><div>Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.  &nbsp;</div><div>&nbsp;</div><div>Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.  &nbsp;</div><div>&nbsp;</div><div>Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career. &nbsp;</div><div>&nbsp;</div><div>Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.&nbsp;</div>

Manager, Client Support

<div>The Ministry Success Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.</div><div><br></div><div>Requires a high school diploma or equivalent and some experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. The target is to ensure excellent service standards and maintain high customer satisfaction.</div><div><br></div><div><br></div><div><strong>Job functions:</strong></div><ul><li>Open and maintain customer accounts by recording account information</li><li>Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution</li><li>Maintain financial accounts by processing customer adjustments</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs</li><li>Prepare product or service reports by collecting and analyzing customer information</li><li>Contribute to team effort by accomplishing related results as needed</li><li>Manage large amounts of incoming calls</li><li>Generate sales leads</li><li>Identify and assess customers' needs to achieve satisfaction</li><li>Build sustainable relationships of trust through open, interactive, and intentional&nbsp; communication</li><li>Provide accurate, valid, and complete information by using the right methods/tools</li><li>Meet personal/team targets and call, email, &amp; chat handling quotas</li><li>Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution</li><li>Keep records of customer interactions, process customer accounts and file documents</li><li>Follow communication procedures, guidelines, and policies</li><li>Go the extra mile to engage customers</li><li>Resolve customer complaints via phone, email, mail, chat or social media</li><li>Use telephones to reach out to customers and verify account information</li><li>Greet customers warmly and ascertain problem or reason for calling</li><li>Cancel or upgrade accounts</li><li>Assist with placement of orders, refunds, or exchanges</li><li>Advise on company information</li><li>Take payment information and other pertinent information such as addresses and phone numbers</li><li>Place or cancel orders</li><li>Answer questions about subscriptions, product, account information or terms of sale</li><li>Act as the company gatekeeper</li><li>Suggest solutions when a product malfunctions</li><li>Attempt to persuade the customer to reconsider cancellation</li><li>Inform customer of deals and promotions</li><li>Sell products and services</li><li>Utilize computer technology to handle high call volumes</li><li>Work with Ministry Success manager to ensure proper Ministry Success &amp; support is being delivered</li><li>Close out or open call records</li><li>Compile reports on overall customer satisfaction</li><li>Handle changes in policies or renewals</li></ul><div><br></div><div><strong>Requirements:</strong></div><ul><li>Proven customer support experience (this doesn’t have to be in an office setting)</li><li>Track record of over-achieving quota</li><li>Strong phone contact handling skills and active listening</li><li>Familiar with CRM systems and practices</li><li>Customer orientation and ability to adapt/respond to different types of characters</li><li>Excellent communication and presentation skills</li><li>Ability to multi-task, prioritize and manage time effectively</li><li>High school diploma or equivalent</li><li>Ministry Success representative top skills &amp; proficiencies:</li><li>Customer Service</li><li>Product Knowledge</li><li>Quality Focus</li><li>Market Knowledge</li><li>Documentation Skills</li><li>Listening Skills</li><li>Phone Skills</li><li>Resolving Conflict</li><li>Multitask</li><li>Patience</li><li>Negotiation</li><li>Positive Attitude</li><li>Attention to Detail</li><li>People-Oriented</li><li>Analysis</li><li>Problem Solving</li><li>Organizational Skills</li><li>Adaptability</li><li>Ability to Work Under Pressure</li><li>Computer Skills</li></ul><div><br></div><div><strong>Helpful Skill:</strong></div><ul><li>Understanding of Infusionsoft CRM</li><li>Understanding of ClickUp Productivity Management</li><li>Understading of Zendesk Support system</li></ul>

Ministry Success Representative

<div><strong>COMPANY OVERVIEW:<br></strong>VisitorReach is a faith-based organization whose mission is to empower churches to effortlessly connect with newcomers and spiritual seekers in their local communities. Using cutting-edge technology, we strive to facilitate meaningful 1:1 conversations, nurture connections, and contribute to the growth of vibrant, spiritually rich communities.<br><br><strong>PURPOSE AND SUMMARY:<br></strong>The Sales Account Representative is responsible for connecting with potential churches to determine their viability with VisitorReach resources. They help to establish trusted relationships with prospective clients and assist Sales Ambassadors in nurturing sales leads. This role requires strong administration and communication skills, a passion to connect with new people, an understanding of VisitorReach technology, and a maintaining of detailed notes and records on clients<br><br><strong>QUALIFICATIONS:</strong></div><ul><li>Degree in Business Administration, Communications or a related field is preferred</li><li>Five years previous experience in sales/customer service activities</li><li>Must have word processing, calendar planning, and instructional expertise</li><li>Must have good oral and written communication skills</li><li>Understands church activities and outreach endeavors to the local community</li><li>Understands Judeo-Christian values within the church community</li><li>Has an awareness of, or affiliation with, local church involvement</li></ul><div><br><strong>REPORTING RELATIONSHIPS:</strong></div><ul><li>o Reports directly to the Sales Manager</li><li>o Has no supervisory responsibility</li></ul><div><br><strong>RESPONSIBILITIES:</strong></div><ul><li>Client Acquisition:<ul><li>Acquires detailed client geographic and demographic information;</li><li>Identifies scenarios that may impact company services; Reviews website to pre-qualify a client prior to any conversations.</li><li>Contacts potential clients that are provided through inbound marketing leads, previous lists, or referrals, and determines the client suitability for company resources.</li><li>Provides ongoing communications that facilitate new contracts, contract renewals, client retention and potential upgrades.</li><li>Inputs all necessary potential client data into the CRM; Provides any client support needed during the discovery process until onboarding.</li><li>Works with Sales Ambassadors to finalize any details of a signed agreement and connects the Sales Ambassadors with the Client Services team.</li><li>Attends meetings as requested.</li></ul></li></ul><div><br></div><ul><li>Sales Ambassador Support:<ul><li>Provides ongoing administrative support to Sales Ambassadors regarding all potential new client relations.</li><li>Sets up and provides client information to Sales Ambassadors for all demonstration meetings and follow-up discussions with clients.</li><li>Inputs and updates all records in the CRM as instructed; Communicates any updates from potential clients to Sales Ambassadors; Provides</li><li>Sales Ambassadors with any ongoing lists of potential clients as requested.</li></ul></li></ul><div><br><strong>ACCOUNTABILITIES:<br></strong>All responsibilities are to be performed in a timely, efficient, effective, accurate, appropriate, and professional manner.</div>

Sales Account Representative

<div><strong>COMPANY OVERVIEW:<br></strong>VisitorReach is a faith-based organization whose mission is to empower churches to effortlessly connect with newcomers and spiritual seekers in their local communities. Using cutting-edge technology, we strive to facilitate meaningful 1:1 conversations, nurture connections, and contribute to the growth of vibrant, spiritually rich communities.<br><br><strong>PURPOSE AND SUMMARY:<br></strong>The Client Onboarding Specialist is responsible for facilitating a successful onboarding process for new clients and transitioning them from sales to active engagement with our app &amp; platform. This role requires adherence to project timelines, coordination with internal teams, and administration of all initial setup, training, and support needs. The role requires strong project management skills, excellent communication abilities, and a client-focused approach during the critical initial phase of their journey.<br><br><strong>QUALIFICATIONS</strong>:</div><ul><li>Degree in Business Administration, Communications, or a related field is preferred.</li><li>Minimum of 2-3 years prior experience working in church office, either ministerial or administrative capacity.</li><li>Basic knowledge of technology, digital platforms, apps, and applications.</li><li>Competent computer skills, including word processing, spreadsheet, and presentation software; prior SaaS experience preferred.</li><li>Excellent communication skills for interacting with clients, including pastors, church leaders, and conference leaders.</li><li>Ability to work independently and as part of a team in a fast-paced environment; Must be adaptable to change</li><li>Understands church activities and outreach endeavors to the local community.</li><li>Understands Judeo-Christian values within the church community</li><li>Has an awareness of, or affiliation with, local church involvement.</li></ul><div><br><strong>REPORTING RELATIONSHIPS:</strong></div><ul><li>Reports directly to the Client Services Manager</li><li>Has no supervisory responsibilities</li></ul><div><br><strong>RESPONSIBILITIES:.</strong></div><ul><li>Administrates transition from sales to onboarding using CRM templates; Schedules, prepares for, and conducts onboarding kickoff meetings, mobile app training, and the go-live process, including setting up calendar invites and following specific meeting scripts.</li><li>Creates and administrates client onboarding projects in company PSA platform, including assigning team members and planning based on client requirements; Completes and processes applications and templates for communication and marketing tools, such as 10DLC, Quick Replies and NurturePoint Journeys.</li><li>Gathers information from client input for content creation, monitors project progress, and maintains communication with customers, including fulfillment of all pre-meeting requirements.</li><li>Finalizes onboarding items, reviews creative assets with clients and makes necessary edits; Handles billing set-up fees and payment schedules.</li><li>Holds post-launch meetings to gather feedback and establish ongoing strategic collaboration with the client.</li><li>Actively listens, understands, and engages client’s needs and objectives; Integrates the client’s brand, culture, and values into tailored solutions; Aligns company resources with client’s identity and mission.</li><li>Attends meetings as requested.</li></ul><div><br><strong>ACCOUNTABILITIES:</strong></div><ul><li>All responsibilities are to be performed in a timely, efficient, effective, accurate, appropriate, and professional manner.</li></ul>

Client Onboarding Specialist

<div><em>Candidates local to Phoenix, AZ will be prioritized at this time</em></div><div><br><strong>Position Summary</strong></div><div>We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth.&nbsp;</div><div><br><strong>Responsibilities</strong></div><ul><li><strong>Own and optimize customer journey</strong><ul><li>Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits</li><li>Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery</li><li>Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage</li><li>Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress</li><li>Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors</li></ul></li><li><strong>Drive customer value</strong><ul><li>Collaborate with Director of Customer Onboarding and Services to optimize time to value</li><li>Understand change management best practices for nonprofits</li><li>Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor</li><li>Define, drive, and demonstrate the value (ROI) delivered to customers</li><li>Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities</li></ul></li><li><strong>Lead cross-functionally to drive customer success</strong><ul><li>Define organization-wide responsibilities for each stage of the customer journey</li><li>Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience</li><li>Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile</li><li>Help foster company-wide culture of Customer Success</li></ul></li><li><strong>Maximize CS specific platforms and tools</strong><ul><li>Facilitate the adoption of essential processes in ChurnZero</li><li>Ensure ChurnZero is our company’s single source of truth for customer health</li><li>Create and/or refine dashboards to measure customer success</li><li>Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time</li><li>Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys</li></ul></li><li><strong>Own key metrics for your team and for Virtuous</strong><ul><li>Gross renewal rate</li><li>Net renewal rate</li><li>Expansion revenue</li><li>Virtuous Payments Growth Rate</li><li>Customer generated stage 2 pipeline for sales</li><li>NPS</li><li>Employee NPS</li><li>Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates</li></ul></li><li><strong>Recruit, mentor, and inspire a world-class team</strong><ul><li>Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.</li><li>Establish an effective interview process</li><li>Establish performance expectations and growth paths for team members and provide regular relevant feedback</li><li>Transition out underperforming team members</li><li>Develop enablement strategies for CSMs</li><li>Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.</li><li>Revise CSM compensation plans annually or as necessary</li><li>Determine the segmentation of the customer base and align the team structure and levels accordingly</li></ul></li></ul><div><br><strong>You Must Have</strong></div><ul><li>6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity</li><li>Experience overseeing managers</li><li>Proven track record of managing a Customer Success team and driving team performance metrics</li><li>Strong understanding of SaaS business models and experience in a SaaS environment&nbsp;</li><li>Nonprofit knowledge and experience preferred&nbsp;</li><li>Exceptional leadership, communication, and interpersonal skills</li><li>Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions</li><li>Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus</li></ul><div><br><strong>What We Offer</strong></div><ul><li>Market competitive pay leveraging Carta data</li><li>Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)</li><li>401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days</li><li>We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO</li><li>Supportive time off including paid volunteer days and company holidays</li><li>Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).</li><li>12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)</li><li>We pride ourselves on Community and host exciting company outings and events.</li></ul><div><br><strong>About Us</strong></div><div>Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.</div><div>Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits&nbsp;</div><div>&nbsp;</div><div>We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.&nbsp;</div><div>The ideal candidate for Virtuous embodies our values by:</div><ul><li>Asking questions with a spirit of curiosity</li><li>Giving feedback freely with candor &amp; grace, welcoming it in return</li><li>Displaying a passion for philanthropy and technology&nbsp;</li><li>Serving with joy. Everyone is willing to make the coffee!</li><li>Celebrating the wins &amp; milestones of others&nbsp;</li><li>Assuming good intent &amp; demonstrating trust in others&nbsp;</li><li>Pursuing relationships with people different from themselves &amp; creates space to be human</li></ul>

Director Of Customer Success

<div><strong>THE POSITION:</strong></div><div>Church Media Squad is looking for a <strong>Full-Time Project Manager</strong> to join our growing Squad. At Church Media Squad, we exist to make church media better by helping local church ministries with graphic and video production, communication and social strategy, website development, and full-scale branding.<br><br></div><div>Our new<strong> </strong>Full-Time Project Manager will assist our church clients with submitting their design requests to our Creative Division. Our Project Managers are the first line of contact for our church clients, so this is a high-customer service position. The Full-Time Project Manager is expected to work 40 hours/week.</div><div><br>All Church Media Squad employees work completely remotely. Full-time employees receive a company MacBook Pro after their first six weeks. Church Media Squad is an Apple-only environment.<br><br></div><div><strong>About Church Media Squad:</strong></div><div>Church Media Squad is based out of Salt Lake City, UT. The state of Utah has the lowest percentage of Christians in the country, with the Salt Lake Valley having less than 5% who consider themselves part of the Christian faith. Our Founder’s goal and hope is to be part of God's transformative movement in the Salt Lake Valley by making our base of operations here and helping church plants in Salt Lake Valley.<br><br></div><div>We have seven Squad Goals at Church Media Squad that help define how we operate and interact with our client churches and each other. <a href="https://churchmediasquad.com/s/ChurchMediaSquad-SquadGoals.pdf">You can read the Squad Goals here</a>.<br><br></div><div><strong>Qualifications</strong>:<br><strong>Required Experience with:</strong></div><ul><li>Project Managing - Intermediate</li><li>Customer Service - Excellent</li><li>Time Management - Strong</li><li>Problem Solving - Strong</li></ul><div><br><strong>Preferred Experience with:</strong></div><ul><li>Airtable</li><li>Adobe Creative Cloud tools - familiar</li><li>Understanding of “design and video editing language”</li><li>Excellent written, verbal, and interpersonal communication skills</li><li>High attention to detail</li><li>Must be located within the US.</li><li>Experience with remote team collaboration</li><li>Familiarity with church culture and operations<br><br></li></ul><div><strong>Familiarity with these tools is a plus but not a requirement:</strong></div><ul><li>Slack</li><li>Airtable (information database)</li><li>ClickUp (project management system)</li><li>Asana (project management system)</li><li>Trello (project management system)</li><li>Dropbox</li><li><strong>We are particularly interested in applicants with experience working for a church.</strong> This firsthand experience enables us to better serve the church staff we collaborate with daily.</li></ul><div><br></div><div><strong>Responsibilities:</strong></div><ul><li>Work expectation of 40 hours/week.</li><li>The majority of project management time will be spent supporting the project needs of our trial accounts and graphic and video accounts.</li><li>The official working time for all member-facing Squad Members is +/- 2 hours of 9am Central Standard Time (CST).</li><li>Support the Squad Leads and Customer Success in their efforts to care for their client accounts. Send a meme or gif showing how you feel about working in customer service to tia@churchmediasquad.com.</li><li>Work with churches to ensure projects submitted meet requirements to begin the design process.</li><li>Manage the project workload for the Creative Division’s Squad Members and assign design requests to them.</li><li>Communicate with exceptional customer service awareness via ClickUp and email.</li><li>Regularly be in contact with the Squad via our company Slack.</li><li>Bi-weekly meetings with your Squad Lead (team manager).</li><li>Monthly meetings with the Project Management Division.</li><li>Monitor project timelines.</li><li>Maintain project documentation.</li><li>Assist in conflict resolution.</li><li>Manage member relationships.</li><li>Implement process improvements.</li><li>Assist with managing the support email inboxes.<br><br></li></ul><div><strong>Other Details:</strong></div><ul><li>Reports to a Squad Lead (team manager / to be assigned after hiring).</li><li>May require cross-division (department) collaboration.</li><li>Higher internet speeds are helpful for this position!</li><li>This is a W2 Employee position with a starting pay range of $35-$45k/year. Pay is dependent on location and experience.</li><li>Church Media Squad has an annual pay raise consideration period every January after your first full year of employment.</li></ul>

Project Manager

<div><strong>Summary:</strong></div><ul><li><strong>Organization:</strong> Customer Experience</li><li><strong>Team:</strong> Customer Acquisition</li><li><strong>Role: </strong>Account Development Specialist</li><li><strong>Type: </strong>Full-time, exempt; at-will</li><li><strong>Location:</strong> Permanently remote</li><li><strong>Base Comp Range:</strong> $55,000 - $65,000 annual</li><li><strong>Perks / Benefits: </strong>$10,000 - $15,000 annual</li><li><strong>Base PTO:</strong> 33 days per year (15 days, plus 10 holidays, plus 8 summer days)</li></ul><div><strong><br>Details:</strong></div><div><strong>If you enjoy...</strong></div><ul><li>asking questions and managing processes</li><li>communicating solutions</li><li>analyzing and organizing data</li><li>speaking to prospective customers on camera</li><li>serving nonprofits, churches, ministries, campaigns, and schools</li><li>and you live in Louisiana, Texas, Florida, Georgia, Tennessee, Ohio, Pennsylvania, or California then keep reading...</li></ul><div><br><strong>What You'll Need to be Successful in this Role</strong></div><ol><li>Strong analytical skills and attention to detail</li><li>Strong verbal and written communication with a focus on professionalism</li><li>Love for collaboration with an openness to change</li><li>Comfortable being on camera</li><li>Skilled leading product demonstrations with prospective customers</li></ol><div><br><strong>What Success Looks Like in this Role</strong></div><ol><li>Create, clean, and manage prospect lists by using intelligence tools like BuiltWith</li><li>Execute outbound business development initiatives</li><li>Manage all sales deal pipelines in HubSpot</li><li>Schedule and lead product demonstrations with potential customers</li><li>Collaborate with Director, Customer Acquisition on sales strategies and processes</li></ol><div><br><strong>How We Measure Success in this Role</strong></div><ul><li>Periodic informal feedback and review of work</li></ul><div><br></div><div><strong>Technical Info</strong></div><ul><li>GitHub</li><li>HubSpot</li><li>Google Drive (Docs, Sheets)</li></ul><div><br></div><div><strong>Organization</strong></div><div>Account Development Specialists contribute to Anedot's growth by working on our Customer Acquisition team, and are led by our Director, Customer Acquisition.<br><br></div><ul><li>Administrative (People: HR, Legal, Compliance)</li><li>Finance (Accounting)</li><li>Customer Experience (Acquisition, Accounts, Support, Success)</li><li>Product (Design, Engineering, Management, Operations)</li></ul><div><br><em>Please note that we’re unable to offer individual feedback during the screening process. Our hiring team simply doesn’t have the bandwidth to offer personalized feedback before the interview stage.</em></div>

Account Development Specialist

<div>Do you have experience working with church software and do you enjoy showing people how it works? If so, great!&nbsp;<br><br></div><div>We’re looking for a remote, full-time Customer Success Specialist (Training &amp; Onboarding) who can lead live software training sessions via Zoom.&nbsp;<br><br></div><div><strong>About the role:</strong><br>The Customer Success Specialist will provide direct support to our customers primarily via Zoom training sessions but also via chat, phone and email as needed. <strong><em>The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church</em></strong>. The ability to learn and educate others on software tools is a must.<br><br></div><div>This is a remote position and with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.<br><br></div><div><strong>What you will do:</strong></div><ul><li>Provide one-on-one live zoom training when scheduled. Customers will indicate in advance the topics which will be covered during the training.</li></ul><div>&nbsp;</div><div><strong>Ideal candidate qualities include:</strong></div><ul><li>Experience working with church database software</li><li>Enjoys technology</li><li>Strong communication skills (ability to convert technical language to plain English and vice versa)</li><li>Pleasant demeanor</li><li>Can work independently</li><li>Strong desire to learn and grow</li></ul><div><br><em>*This is a Remote position.</em><br>Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.<br><br></div><div><strong>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.<br><br></div><div><strong>Responsibilities</strong></div><div>Zoom Training Sessions</div><ul><li>Provide one-on-one live zoom training when scheduled. Customers will indicate in advance the topics which will be covered during the training.</li><li>Share relevant support materials when able</li><li>Document training sessions inside of CRM<ul><li>What was covered in the session&nbsp;</li><li>Any points of concern in regard to the overall relationship with the customer and OCS</li></ul></li><li>Document feature requests in Jira</li><li>Follow up in email/calls as needed</li></ul><div>&nbsp;</div><div>Onboarding</div><ul><li>Work with Customer Success Team Lead to ideate and execute onboarding and implantation strategies for customers</li><li>Answer and provide any support needed during the onboarding phase via email and phone</li><li>Document feature requests in Hubspot and follow up with customers as those features are</li></ul><div>&nbsp;</div><div>Provide Direct support for customers as needed.&nbsp;</div><ul><li>Fill in for Chat/phone support as needed (generally for an hour a day)</li></ul>

Customer Support Specialist

<div>Do you have experience working with church software and do you enjoy showing people how it works? If so, great!&nbsp;<br><br></div><div>We’re looking for a remote, full-time Customer Success Specialist who can help develop our growing Customer Success team while helping customers along the way.&nbsp;</div><div><strong><br>About the role:</strong><br>The Customer Success Specialist will provide direct support to our customers via chat, phone and email. The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church. The ability to learn and educate others on software tools is a must.</div><div><em><br>This is a remote position with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.<br></em><br></div><div><strong>What you will do:</strong></div><ul><li>Provide direct support to customers (chat, phone &amp; email).</li></ul><div><strong><br>Ideal candidate qualities include:</strong></div><ul><li>Experience working with church database software</li><li>Enjoys technology</li><li>Strong reading comprehension skills</li><li>Strong communication skills (ability to convert technical language to plain English and vice versa)</li><li>Pleasant demeanor</li><li>Can work independently</li><li>Strong desire to learn and grow</li></ul><div><br>*This is a Remote position.<br>Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.</div><div><strong><br>Expectations</strong></div><div>The Customer Success Specialist is expected to perform the tasks outlined below.</div><div><strong>PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE &amp; EMAIL)</strong></div><div><br>Chat Support Expectations:</div><ul><li>Respond within 2 minutes of customer inquiry even if it is just acknowledging the customer and asking them to “hold momentarily.”</li><li>Point customers to appropriate Help Articles.</li><li>Provide screenshots and explanations to customers when a Help Article has not been written.</li><li>Listen attentively to customer questions/concerns and respond accordingly to what they are needing.</li><li>Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible but a good alternative exists</li><li>Document feature requests in Jira and follow up with customers as those features are implemented (if applicable)</li><li>Elevate customer inquiries to Tier 2 support when necessary.</li><li>Collect necessary information for Tier 2 agents to answer inquiries. Tier 2 support is anything requiring assistance from a developer (bugs, etc.)</li><li>Write “Macros” as needed.&nbsp; Macros are stock responses to commonly asked questions.</li></ul><div><br>Phone Support Expectations:</div><ul><li>Answer all incoming calls during support hours.</li><li>Provide necessary support and write notes in CRM as needed. &nbsp;</li><li>Respond to support related voice messages within the same day or next day if message is left after support hours.&nbsp;</li></ul><div><br>Email Support Expectations:</div><ul><li>Respond within 2 hours to customers sending support inquiries via email outside of Intercom.</li></ul><div><strong><br>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.</div>

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