Job Highlights
- Purposeful and meaningful work
- Great work culture and set of corporate values
- Be a part of a global team that enables charitable giving
RESPONSIBILITIES
- Ensure TrustBridge's donor and charity clients are delighted with their service, so that all operations run smoothly, efficiently, and effectively within a rapid growth environment organization
- Provide excellent post-Charity Fund approval follow-up and ongoing support to our active charity clients and their supporters
- Become knowledgeable about the entire product portfolio and technical aspects of how TrustBridge can serve a wide range of international clients and be able to communicate these products and services with confidence and efficacy
- Serve all donor and charity clients through effective communication, making sure that issues and needs are addressed in a timely manner and appropriate solutions conveyed with a high level of client satisfaction
- Successfully undertake support and cross training with the rest of the Giver Services team so that the donor and charity experience from initial contact to Charity Fund realization and beyond to ensure valuable and pleasant customer service experience and client retention
- Keep our systems and databases organized and up to date
- Effectively manage workflow handoffs within the Giver Services Team
JOB SUMMARY
The Client Success Specialist reports directly to one of the Giver Services Managers on the operations team and works in a small team which includes the Product Specialist and the Due Diligence and Compliance Success Specialist. This position has three broad areas of responsibility:
- To support the Giver Services Team with post-approval follow-up and ongoing support to our Foundation Fund and active Charity Clients and their supporters through the provision of training and communication on fund features and making the most of their Funds with TrustBridge
- To serve our donor and charity clients as an expert in GivingSpace and the TrustBridge client Portal, new campaigns, product offerings to both our Foundation Fund and Charity Fund holders, and new product roll outs
- To engage the team in feedback and process improvement initiatives, manage workflow handoffs to other members of the Giver Services Team, and become knowledgeable about the other positions of the team for greater overall team success and coverage
EDUCATION, TRAINING, AND EXPERIENCE
- Spiritually mature with a strong calling to this role
- Bachelor's degree in Business Administration or equivalent experience
- Experience in CRM systems including sales pipeline management
- Experience in working virtually or with a dispersed team
- Demonstrated ability to maintain sensitive and confidential information
- Ability to manage multiple tasks and rapid change
- Excellent organizational skills with very strong attention to detail
- Team player with the ability to adapt to other roles to ensure team success
- High Emotional Intelligence
- Proficiency in Microsoft Office Products and the ability to learn new technology platforms quickly
- Flexibility and effective time management
- Strong growth mindset
- Desire to see our donor and charity clients utilize the TrustBridge tools successfully
- Superb verbal and written English communication skills, as well as great phone/video etiquette
- Cultural competency and sensitivity in dealing with donors and charities around the world
WORK ENVIRONMENT AND MENTAL REQUIREMENTS
- Regular workdays run from roughly 1600 0100 (PH Time) to maximize the overlap with European and US Eastern Time work hours (time spent outside regular work hours for events and event preparations will be offset against regular workdays)
- Ability to communicate and exchange information, collect, compile, and prepare work documents, as well as set up and maintain work files
- Willingness to work more than 8 hours per day, as needed; ability to handle pressure during peak periods during the year, availability to handle issues outside of normal working hours.
