Client Success Manager

Benevity - Victoria, BC (10 months ago)

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Benevity’s Client Success Manager (CSM) will guide clients to achieve desired outcomes, maximize their value, and drive growth with Benevity’s product suite. The CSM is responsible for bringing Benevity’s best ideas, innovations, and capabilities to clients, so they realize greater impact and value. This individual should be comfortable interacting with C-suite level executives, as well as Corporate Social Responsibility (CSR) program administrative staff, backed by a strong understanding of their program goals & objectives. A Client Success Manager drives client program impact and acts as a catalyst to build strong and long-lasting relationships with our clients, turning them into evangelists and advocates (RFOBs).

What you will do

Solutions Expert:
Possess a comprehensive understanding of the Benevity platform suite, and guide the client on platform and solution decisions to ensure successful outcomes
Explain the “how” and “why“ of Benevity’s product suite features and functionality
Drive client adoption of the existing platform, as well as new products and features
Train new-to-Benevity administrators on how to effectively use all relevant product functions
Explain Benevity’s cross-functional support structure and describe all aspects of our internal client ecosystem
Suggest and advise on a variety of functional solutions to help the client achieve what they need from the product
Consult with and connect the appropriate internal teams to solution client problems and escalate when necessary
Communicate delivery timelines and set realistic expectations with the client
Serve as the client’s advocate back into Benevity’s internal teams to ensure solutions and services are evolving to meet client needs

Consultant:
Foster a trusted advisor partnership with the client and align Benevity’s value to their key CSR and overarching business goals
Build strong, long-term business relationships by consistently going above and beyond client expectations
Possess a broad understanding of various successful CSR programs and are able to translate this knowledge into specific strategies and recommendations tailored for the client’s program needs
Evaluate client program priorities and tailor a Success Plan that establishes clear goals and milestones which maximize their ROI
Identify barriers to program growth and develop effective strategies based in client research and industry knowledge
Connect the client with their Benevity ecosystem peers to gain knowledge and best practices in client-to-client interactions

Value Driver:
Strive to provide value at every interaction
Communicate realized program ROI leading to a frictionless renewal and ensuring retention of current client revenue
Communicate potential program ROI to identify and foster cross-sell and up-sell growth opportunities at the appropriate lifecycle stage and in support of client program goals
Execute regular program reviews with clients to identify sales, growth and feature enhancement opportunities
Work with Enhancement teams to complete feature and user up-sell opportunities
Work in coordination with the Sales Team on client cross-sell opportunities
Advocate for deep adoption of product features, and solution best practices within your client roster
Possess a functional understanding of the CSR landscape and how social responsibilities are tied to a variety of company goals

What you bring

BA/BS degree, or equivalent education
Minimum 3-5 years’ experience in B2E/B2B Customer Success/Account Management or transferable customer service roles
Strongly prefer experience in a B2B SaaS organization, with solutions of moderate complexity
History of increasing client satisfaction, adoption, and retention
Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness
Strong communicator with excellent written and verbal communication skills
Comfortable presenting in medium to large groups
Comfortable overseeing a variety of client service issues to resolution
Detail-oriented, organized and analytical
Ability to work independently with strong judgement
Resilient, and thrives in a multi-tasking, start-up environment and can adjust priorities on-the-fly while managing a diverse and full workload
Success-driven with an entrepreneurial, and self-starter approach
Up-to-date passport for occasional client travel when required
Proficient in MS Office
Team-oriented with a fun-spirit and sense of humor

About Benevity

Go to Work and Change the World

Looking for meaningful work where you can have an impact? Benevity is the place for you.

We’re a fast-paced (and fast growing!) software company in the business of doing good. Our market-leading cloud solution powers Goodness programs that help some of the world’s most iconic brands engage their people, customers and communities by connecting them with causes they care about.

As a B Corp, we’re thrilled to be part of the next wave of companies that are committed to higher social and sustainability standards—a commitment you’ll see reflected in our mission-driven culture.

If you want to feel good about going to work every day, Benevity delivers. We’re an agile, high-performing team and we need new team members—people like you—to help us continue to innovate game-changing technology, and help our raving fans (er, clients!) successfully run world-class Goodness programs that create a culture of purpose and passion while making a positive difference in the world.

Imagine using your skills to catalyze a network of 10 million+ people from hundreds of the most recognizable global brands to connect with millions of charities around the world. At Benevity, you can!

When you Work at Benevity

You’ll have the once-in-a-career opportunity to be a part of a movement—helping some of the world’s most iconic brands drive social change and create a better employee experience that can attract, retain and engage today’s diverse workforce.
You’ll make more than just a paycheck. You’ll have the opportunity to combine your passion with purpose every day while achieving tangible results. Just last year our team delivered nearly 1,000 feature enhancements; not to mention we’ve continued to build game-changing products while processing over $2 billion in donations and 10 million volunteer hours to 150,000 charities worldwide.
You’ll join a high-performing, purpose-driven team that will help you advance your skills and adopt the growth mindset that’s essential to success at our company (and in everyday life). Our inclusive environment will allow you to come to work each day and be your best, most authentic self.
You won’t find a lot of office policies and politics around here, but you will find dogs. You’ll also find a lot of passionate people who are all owners in the company. That doesn’t just mean potential equity in the company (though it means that, too!), but also a sense of responsibility and pride that we’re in this thing together.

Our Commitment to a Diverse Culture

We believe in the power of diversity and we’re dedicated to creating a diverse, equitable and inclusive environment at Benevity. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.

A Place for all Genders in Tech

Gender diversity and equality benefits everyone. We’re committed to supporting all gender identities and expressions in tech by sharing stories and advocating for equality. We’re also proud to partner with forward-thinking organizations like Chic Geek and Next Gen Men, who continue to build a more vibrant, inclusive and diverse technology landscape.

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted.