Customer Success and Engagement Specialist

About Us: Giving.Technology is a cutting-edge SaaS platform that empowers non-profits and charitable organizations, providing them with the tools that they need for donor management, engagement, and fundraising. We are seeking a dedicated and dynamic Customer Success and Engagement Specialist to join our team and ensure our clients achieve their goals through our platform.

Position Overview: As a Customer Success and Engagement Specialist, you will be the key point of contact for new and existing clients, ensuring they have a seamless onboarding experience while driving their continued engagement with our platform. You will combine technical expertise, administrative abilities, and outstanding communication skills to support our clients through onboarding, compliance processes (e.g., KYC), and ongoing platform adoption. This role is pivotal in fostering long-term client relationships and ensuring their success.

Key Responsibilities:

Onboarding:

• Manage the end-to-end onboarding process for new clients, including technical integration and platform setup.
• Guide clients through compliance requirements, such as Know Your Customer (KYC) questionnaire and digital identification.
• Collaborate with internal teams to resolve onboarding challenges efficiently.

Engagement and Adoption:

• Develop strong relationships with clients to understand their goals and challenges.
• Promote platform features and educate clients on best practices to maximize their outcomes.
• Design and deliver training sessions, webinars, videos, and tailored resources to facilitate platform usage.

Client Success Management:

• Monitor client activity and proactively reach out to underutilizing accounts to offer support and solutions.
• Act as the primary point of contact for client questions, feedback, and escalations.
• Advocate for clients internally, ensuring their needs inform product development and enhancements.

Continuous Improvement:

• Collect and analyze client feedback to identify trends, pain points, and opportunities for improvement.
• Create resources such as FAQs, knowledge base articles, and tutorial videos to support clients.
• Work closely with marketing and product teams to promote new features and share insights.

Reporting and Metrics:

• Track key performance indicators, including onboarding success rates, feature adoption, and client retention.
• Prepare regular reports to showcase client engagement progress to internal stakeholders.

Qualifications:

• Fluent English and Hebrew - verbal and written.
• Bachelor’s degree in Business, Communications, Technology, or a related field.
• 2+ years of experience in customer success, client engagement, or onboarding roles, preferably in a SaaS environment.
• Familiarity with SaaS platforms and strong general technical abilities.
• Experience with CRMs (e.g., Salesforce) and customer success tools.
• Exceptional communication and interpersonal skills.
• Proven ability to build trust and maintain long-term client relationships.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, with a passion for helping clients achieve success and maximizing their potential with technology.

What We Offer:

• Competitive salary and benefits.
• Flexible, remote working environment.
• Opportunities for professional growth and development.
• A chance to make a meaningful impact by supporting non-profits and charitable organizations worldwide.

If you’re passionate about customer success, technology, and making a difference, we’d love to hear from you! Join us in empowering non-profits and shaping the future of charitable giving!