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Customer Success Project Manager, Higher Ed

Customer Success | Ithaca, NY | Full Time

Job Description

Customer Success Project Manager, Higher Education

About GiveGab:  

GiveGab is the Nonprofit Giving Platform, providing a quick and easy way for fundraising professionals to raise money online. Designed for cause-based organizations, community foundations, higher education institutions, and public media outlets, GiveGab offers a complete suite of products and services that have helped over 35,000 nonprofits raise more than $1 billion through everyday giving, campaigns, events, giving days, and more.

Every GiveGab employee works to support our company’s core mission to create more happy nonprofits.  We accomplish this by providing our customers with a product they love, helping them engage the supporters they need and being the partner they deserve.

About our Customer Success Project Manager, Higher Education position:

We are looking for you to bring your experience in project management and customer service to GiveGab.  You will be GiveGab’s liaison to key Higher Ed partners as they host, plan and establish a Day of Giving, which is a 24-hour fundraising event. This position is based in Ithaca, NY near the Ithaca Commons. 

Key Responsibilities:

  • Work with customers to help them be more effective at fundraising and engaging supporters, resulting in increased donation volume through the platform

  • Own important client relationships making our partners happy and turning them into GiveGab Evangelists

  • Respond effectively to client needs and questions, both technical and non-technical

  • Deliver professional product demonstrations in person and through video meetings to potential customers

  • Create product documentation and marketing emails that will help clients achieve success

  • Curate customer feedback about the product and our value proposition and provide that feedback on a regular basis to GiveGab's teams to help continually improve the platform and our offerings

  • Collaborate with the Creative and Content Marketing team to produce valuable inside marketing campaigns

  • Collaborate with the product team to ensure proper resourcing and work breakdown to meet project deliverables

Key Requirements:

  • Bachelor's degree

  • 5+ years experience providing project management duties

  • Demonstrated problem solving and technical skills

  • Exceptional customer service skills and a desire to provide a truly satisfying customer service experience

  • Unparalleled multi-tasking skills

  • Ability to learn quickly and become a subject matter expert for the product as well as understand high-level concepts and drill down to very specific details

  • Excellent communication and writing skills

  • Positive, supportive, and welcoming attitude for all members of the team

  • Disciplined and organized with the ability to establish effective processes

  • Comfortable in a small, fast-paced and high-growth Start-up environment with a "grace-under-fire" personality when the pressure to deliver is high

  • Experience with a diverse set of collaboration tools for customer support, feature prioritization, bug and development tracking, communication, etc.

  • Ability to travel to meet with our awesome customers.

  • Experience and subject matter knowledge in Higher Education and fundraising space

Bonus Skills:

  • Some experience and knowledge of web and mobile technologies and the general costs of building features.

  • Experience hosting or participating in a Giving Day
  • Some basic HTML and CSS knowledge

Why Work For GiveGab:

  • You will work with a team of smart, funny, and supportive people

  • You will receive a competitive compensation package with benefits and stock options

  • You will help thousands of nonprofits further their mission

  • You will have a say in what we build and how we build it

  • You can bring your dog