Responsibilities
- Build and foster personal relationships with Instrumentl’s customers and craft compelling narratives to help them realize value, accomplish their organizational goals, and uncover new opportunities for deeper value.
- Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio.
- Evaluate adoption metrics, budgets, stakeholder networks, and other account performance data to support account health.
- Provide additional value to customers by conducting discovery, consulting on change management, and sharing product knowledge and best practices; help customers adapt their processes and challenge them on ways to improve their use of Instrumentl.
- Nurture and grow the relationship between Instrumentl and your assigned customer portfolio through 1-on-1 interactions.
- Co-create communication strategies with Customer Enablement Managers to drive the broadest engagement across our customer base, the most meaningful engagement tactics, and the best adoption, retention and upsell results.
- Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
- Conduct business reviews and proactively identify ways Instrumentl can better support our customers.
- Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams.
Requirements
- 3+ years of customer facing work experience: ideally, you’ve held a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts.
- Relationship building: you are able to build rapport with ease and manage challenging conversations, especially with customers at the leadership level.
- Customer engagement and program design: you are able to conceptualize, build, and scale creative engagement efforts that create exceptional customer experiences and turn users into vocal advocates.
- Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing.
- Empathy: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
- Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change.
- Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
- Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.
- Growth mindset: you exhibit a growth mindset every day and take feedback in stride.
Nice to Have
- A background in nonprofit development or fundraising is a plus!
- Experience in an early-stage startup environment is a plus!
- Experience working with nonprofit or SMB customers.
- Experience working remotely.
Benefits
- 100% covered health, dental, and vision insurance for employees, 50% for dependents.
- Generous PTO policy, including parental leave.
- 401(k).
- Company laptop + stipend to set up your home workstation.
- Company retreats for in-person time with your colleagues.
- Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.
Work Arrangement
Hybrid
Additional Information
- Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow in your role - you won’t be bored!
- You’ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.
