Client Success Support Associate

$50,000 - $50,000/Yr

Donorsearch - Marriottsville, MD

Full-time - Entry Level

Marriottsville, MD

5,001-10,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Client Success Support Associate at DonorSearch plays a crucial role in enhancing client satisfaction and engagement by providing exceptional customer support and training on the company's prospect research solutions and AI-powered technologies. This position is ideal for individuals passionate about technology and nonprofit fundraising, aiming to help clients maximize their use of DonorSearch's tools to achieve their missions.

Responsibilities

• Provide phone, email, and chat support for clients.
• Monitor low-usage clients and perform outreach to re-engage them.
• Research, identify, schedule, and deliver 10 strategic business meetings with clients each quarter.
• Provide one-on-one training for clients via web meetings on the DonorSearch solution set.
• Lead public training webinars on a rotating schedule with team members.
• Multi-task and track multiple open tickets at various stages of completion.
• Collaborate with internal teams to analyze and resolve client issues.
• Communicate root causes of issues to clients in easy-to-understand terms.
• Proactively identify clients with repeated issues and escalate as needed.
• Provide recommendations to improve customer experience to the Head of Client Success.
• Maintain continuous knowledge of accounts in collaboration with the assigned Account Manager.
• Utilize internal technology to manage and maintain client engagement effectively.
• Become a subject matter expert on DonorSearch solutions.

Requirements

• Background in nonprofit fundraising and/or prospect research is strongly preferred.
• Understanding of key terms like APIs, search engines, prospect research, data analytics, and artificial intelligence.
• Proven problem-solving skills.
• Strong critical thinking abilities.
• Creativity and resourcefulness in addressing client needs.
• Excellent written and verbal communication skills.
• High emotional intelligence.

Nice-to-haves

• Interest or passion for machine learning and AI.
• Experience in fast-paced and high-growth environments.
• Ability to collaborate with team members to improve processes and workflows.
• High levels of empathy and emotional intelligence.
• Positive mentality and good sense of humor.
• Resilience and endurance in facing new challenges.
• Goal-oriented with a readiness to learn and grow.
• Attention to detail and commitment to high-quality documentation.

Benefits

• Base salary of $50,000 annually.
• Potential bonuses up to $10,000 based on achieving quarterly and annual KPIs.