Job description
Job Summary
ClearView CRM is seeking a Technical Client Success Specialist to manage a portfolio of nonprofit clients, providing expert guidance, high-level technical support, and strategic account management. In this role, you will educate clients on ClearView CRM’s robust feature set, support highly customized environments, and serve as a bridge between clients and internal teams.
You will collaborate on data conversions, customizations, and implementation projects, while ensuring an exceptional client experience throughout. As part of a fully remote team, you will work in a fast-paced environment that requires strong multitasking abilities, deep knowledge of client accounts, and a proactive approach to client satisfaction and retention.
Responsibilities
- Serve as the primary point of contact for all communications between assigned clients and internal teams
- Provide proactive education, support, and communication to your client portfolio
- Build and maintain strong, trusted relationships with clients to drive product adoption and satisfaction
- Deliver consistent updates on the status of support tickets and professional services projects
- Ensure responsiveness to client needs, promoting retention and long-term success
- Identify opportunities to optimize product use and communicate feedback to internal stakeholders
- Collect and document requirements for new professional services work; coordinate client approval on statements of work
- Assist in testing and validating custom work prior to deployment in production environments
- Maintain accurate and current client contact and account details in internal systems
- Report on client metrics and portfolio trends using internal reporting tools
- Promote awareness of new features, training resources, professional services, and ClearView CRM releases
- Provide Tier 1 and Tier 2 technical support via Zendesk and related platforms
- Ensure all clients are running the latest version of the ClearView CRM platform
- Collaborate with peers to provide seamless coverage across the client portfolio
Requirements
- Minimum two years of experience in client success, technical support, or account management, preferably in a SaaS or nonprofit technology environment
- Proven analytical and problem-solving skills; ability to resolve Tier 1 and Tier 2 technical issues independently
- Excellent customer service and interpersonal skills
- Strong written, verbal, and presentation communication skills
- High attention to detail and strong documentation practices
- Demonstrated experience managing a portfolio of clients with varying levels of customization and support needs
- Proven problem-solving ability and natural curiosity
- Exceptional time management and organizational skills
- Ability to manage multiple priorities and remain calm under pressure
- Self-motivated with the ability to work both independently and as part of a collaborative team
- Eagerness to learn new tools and systems quickly
- Confidence discussing project scopes and estimates with clients
- Strong initiative and passion for client and company success
Technical Skill
- Proficiency with Office 365 (Teams, Word, Excel, PowerPoint, OneDrive, Stream)
- Experience with Zendesk, Jira Service Desk, or other ticketing platforms
- Familiarity with Jira and Confluence
- Ability to write and understand basic SQL queries
Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability.
- Basic Life
- Flexible paid personal/vacation time built on mutual trust and accountability.
- 10 sick days annually
- 10 company paid holidays
- Pet Insurance
- Medical Travel Benefits
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $50,000 USD per year
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
This role is supporting our Nonprofit vertical solution: https://www.togetherwork.com/vertical-solutions/nonprofit/
CCPA Disclosure Notice: Click Here
