Customer Success Specialist

CanadaHelps is looking for a Customer Success Specialist with a passion for technology-driven social change to join our team.

This is an exciting opportunity to join one of Canada’s first, and North America’s most successful, social enterprises. We are a growing, dedicated team of entrepreneurial-minded peers who have a passion for helping charities succeed online. We democratize access to technology by providing best-in-class, easy-to-use online fundraising software and training to more than 25,000 registered charities across Canada (and the number of charities is rapidly growing). We are the market leader and over the past 20 years we’ve helped over 3 million Canadians donate over $2B to Canadian charities.

The team, including the CSS, help charities and donors achieve their goals with our fundraising solutions and Donor Management System (DMS). The CSS will onboard, educate and support a portfolio of charities. The CSS will engage with non-technical charity employees, volunteers and the CanadaHelps team to ensure charities and donors are successfully onboarded and well-educated while using our solutions.

Key Duties & Responsibilities:

• Onboard charities to the DMS and manage them through various milestones to successful adoption of the product.
• Educate charity end-users on how to use our solutions to effectively fundraise, manage donors and achieve their targets so that they realize the value in their investment.
• Create and maintain self-serve learning materials (articles, on-demand videos and webinars) in order to effectively educate charities and donors on the features of our solutions.
• Analyze charity and donor behaviour, and feedback to help identify ways we can improve our onboarding process, learning resources and overall products.

Skills & Experience:

• You have 1+ years of experience in Customer Success or 2+ years of experience in similar client-facing roles (Customer Experience, Sales, etc.).
• You care deeply about providing exceptional customer experience and know that the success of our charities is fundamental to our own.
• You know how to produce quality deliverables within tight timeframes and simultaneously manage several projects.
• You have the ability to both explain technical problems succinctly and clearly, while also knowing when something is over your head – you’re not afraid to ask for help.
• You understand technology and how the web works. You’re not necessarily deploying your own JQuery-based, CSS-heavy responsive websites, but you’re also not afraid of it and are eager to learn.
• You have great attention to detail and strong written and verbal communication skills.
• You have a post-secondary degree or equivalent professional experience.
• You can work with our team in our office in Toronto, Canada once it’s 100% safe to do so.

You’ll excel in this role if you:

• You have a great understanding of the charitable and/or fundraising sectors.
• You have experience working in SaaS CRM projects.
• You have experience using productivity tools such as Salesforce, Asana and Calendly.
• You have experience working for a web-based application or in a dynamic startup environment.

Here is what we have to offer:

• A full-time, permanent position with a competitive salary, benefits, and RRSP matching.
• A chance to make a difference and add significant value as a key member of a small team in a forward-thinking, technology-focused environment, with a lifestyle-friendly atmosphere.
• The opportunity to work with and learn from highly-respected professionals (and super nice people who want to change the world for the better!)
• A “get things done”, open, collaborative, and flexible environment.

At CanadaHelps, we are deeply committed to upholding a culture of respect, equality, and inclusion. We offer competitive salaries and perform regular benchmark analyses to ensure the compensation of all team members is within market ranges. Core to our values, we regularly conduct internal pay audits to eliminate pay gaps and ensure pay equity. We believe these are effective measures to achieve change. Seeking to hire from a diverse pool of talent to pursue our ambitious mission, and understanding some individuals prefer a level of pay privacy and confidentiality, we share salary range information with the candidates we meet.

Accommodation:

CanadaHelps is an equal opportunity employer and welcomes and encourages applications from all persons including those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation at any stage of the recruitment process, please contact [email protected] so that appropriate accommodations can be made.