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Relationship Manager (Account Manager)

Customer A&R | Ithaca, NY | Full Time

Job Description

About GiveGab

GiveGab is the #1 digital solution for Giving Days and year-round fundraising tailored to cause-based organizations, community foundations, education institutions, hospital foundations, and public media outlets. GiveGab offers a complete suite of products and services that make online fundraising easy, enjoyable, and effective.   **Although this position indicates the location in Ithaca, NY we support employees working remotely with mandatory in-person meetings as necessary. 

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.

As an essential new member of the GiveGab team as a Relationship Manager, working daily with our nonprofits, foundations, higher-ed, hospital and public media customers to achieve fundraising success through our different product offerings. 

As a Relationship Manager, you will be dedicated to building, maintaining, and growing relationships with our loyal customers, ensuring each customer feels as if they are your only customer. You will also be responsible for helping to retain over $10M in current annual revenue and for finding ways to upsell and cross-sell solutions to our loyal customer base. You’ll act as the customer advocate at GiveGab. Through regular touchpoints, you’ll learn about your customer’s daily challenges with fundraising and supporter engagement. You’ll offer product suggestions and fundraising advice to ensure they increase their fundraising capacity. Experience cross-selling and upselling will be important for this role! 

In addition to working with our fundraising customers, you’ll have the opportunity to collaborate with all teams at GiveGab, improving our workflows, educational offerings, and the GiveGab products! 

An ideal candidate for this role has a proven track record of growing and retaining customer accounts in a SaaS B2B start-up. They absolutely love working with people, and are comfortable with a consultative, customer-focused sales approach. Bonus points if you have experience in the nonprofit space!

Areas of Responsibilities:

  • Help to retain over $10M in current annual revenue and for finding ways to upsell and cross-sell solutions to our loyal customer base

  • Track and report key metrics related to revenue, customer retention, and product usage

  • Handle renewals & negotiations within your book of customers; identify up-sell and cross-sell opportunities during those renewals and during points in the customer’s lifecycle

  • Build strong customer relationships by maintaining high levels of engagement and communication and have a genuine interest in your client’s success on the platform

  • Deliver professional product demonstrations in person and through video meetings to potential customers and groups of customers, tailored to their needs.

  • Obtain a deep understanding of your customer’s challenges and strategies; advise them on the best product or service solutions to help them achieve their goals.

  • 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 sales, customer success and marketing teams to continually update tools and materials.

  • Drive customer advocacy in the form of references, referrals, and case studies

  • Actively participate in the growth of GiveGab’s Relationship Management initiatives and processes; insist on excellence internally as an early member of a fast-growing team

  • Contribute towards the development of a strong team environment by upholding high work standards

Requirements:

  • Required: 1+ years’ experience in Account Management or SaaS Customer Success roles

  • Proven track record of hitting or exceeding quota and/or deliverables.

  • Energetic and self-motivated

  • A team player who is also a proactive and creative problem solver

  • A verifiable track record of customer retention and growth through passionate customer service

  • Consultative and customer-focused approach to upsells, cross-sells, and renewals

  • Exceptional communication and interpersonal skills (written, verbal, chat, and email)

  • Exceptional negotiation skills.

  • Growth mindset, intellectually curious, and ambitious

  • Ability to manage time and a high volume of customers efficiently and effectively

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

  • Flexibility in a working environment, being able to redirect or change courses in the middle of a task to address the most pressing need.

  • Ability to travel occasionally to meet with our awesome customers.

  • Undergraduate degree (BA/BS) and/or relevant experience 

Bonus Points:

  • Experience in the fundraising or nonprofit space.

  • Experience with closing B2B sales

  • Experience with SalesForce, Atrium, and YesWare. 

  • A general understanding of software design and development principles.

We have two positions available.  One working with the hospital, K-12 and higher-ed customers and one working with the civic customers.  Please submit a cover letter with your compensation requirements and preference of market you wish to apply for along with your application.  This is an exempt position.