Careers

Client Success Specialist– Fundraising Software

Reports to: President, thankQ USA

About thankQ USA

thankQ USA is the authorized North American distributor of thankQ CRM, which is published by the UK-based software company, The Access Group. The thankQ USA team is responsible for sales in North America and provides outstanding local frontline support for all North American thankQ customers. thankQ USA has partnered with JCA for implementation and other value-added services. The thankQ CRM product is currently in use in the UK, the Republic of Ireland, Mainland Europe, Canada, and the United States.

thankQ USA is a distributed company headquartered in New York City.

Summary

The Client Success Specialist ensures client satisfaction with thankQ CRM by resolving issues, elevating bugs and feature requests to development partners, and providing helpful insight on how to best use the software. You record, track, and resolve client issues; write technical and user documentation; collaborate with partners on client implementations; and develop product best practices. You are key in helping ensure thankQ USA’s customers are engaged, supported, and happy with thankQ CRM.

Responsibilities

Client Success

-Interact with business users via email, video conference, and phone conversations, to gather and record detailed information of issues, including urgency and criticality, in support ticket tracking system.

-Recreate and investigate solutions for recorded issues. Escalate as necessary. Follow up with business user to communicate status, and to ensure completion of resolution is satisfactory.

-Coordinate with software publisher on bug resolutions, upgrade releases, and proposed enhancements.

-Using a data driven and analytical approach, identify trends, suggest resolutions and ensure that continuous improvements in support are implemented.

-Ensure client service level agreements (SLA) are being met.

-Test new product releases to ensure minimal business user impact.

-Facilitate regular client meetings ensuring customers are engaged and using thankQ CRM effectively.

Knowledge Management

-Maintain support knowledge base, by adding and updating articles as necessary, ensuring that accurate information is readily available and issue resolutions (including scripts) are recorded.

-Help create instructional and training documentation for customers, partners, and/or thankQ USA team members, promoting best practices and product knowledge growth.

-Facilitate training sessions and informational webinars.

-Review, modify, and republish technical information issued by the Access Group, applicable to North American customers.

Implementations

-Participate with partner implementation teams, from sales hand-off through client go-live to ensure all implementation issues are resolved quickly and satisfactorily.

-Communicate with lead consultants and project managers providing technical information and updates.

-Coordinate with partners for accurate scoping and delivery of professional service work.

Skills

You are successful as the Client Success Specialist because you:

-have an excellent understanding of the thankQ CRM software;

-strong SQL querying skills;

-understand computer programming fundamentals;

-communicate with team members, partners, and customers to understand challenges and identify solutions;

-work collaboratively in a team;

-have excellent problem solving and troubleshooting skills;

-are experienced using Microsoft Teams or other collaboration tools;

-understand the unique business and system needs of the nonprofit sector; and

-are organized, focused, and calm in stressful situations.

Qualifications

You are qualified for the position because you:

-have a minimum of one year experience in a customer service or product support role; and

-have a minimum of one year experience with Development/Advancement CRM systems.

You have an advantage in the position if you:

-have experience in a philanthropic role at a higher-education or healthcare organizatin;

-have experience with the ITIL Framework and/or;

-have experience with thankQ CRM.

Requirements

You may be required to:

-work remotely from a home office or other remote space;

-work at least 40 hours per week, as this is a full-time exempt position;

-be available to meet during some UK work hours as required;

-travel domestically and/or internationally as required, up to 10%; and/or

-remain in a stationary position for the majority of an eight-hour workday.

You are required to:

-adhere to the company’s policies and procedures; and

-embrace thankQ USA’s core values.

Benefits

-Salary range of $65,000 to $75,000, commensurate with experience and performance

-Paid holidays, vacation, personal, sick, and volunteer time

-401(k) Retirement Plan

-Employee Stock Ownership Plan (ESOP)

-Health, dental, and vision insurance

-Life Insurance and Long-Term Disability Insurance

-Paid parental leave

-Employee Assistance Program

-Flexible Spending Account (FSA)

-Dependent Care Account (DCA)

To apply, please send resume to [email protected] and put “Client Success Specialist” in the subject line. Applications without cover letters will not be considered. No phone calls, please.