• 3-7 years of experience in analytical, customer-facing roles (e.g., customer success, nonprofit development research, consulting, project management, etc.)
• Moderate Excel experience (formulas, filtering, vlookups)
• Significant experience delivering presentations, leading customer calls, and fielding customer questions

Desirable

• As a Nonprofit Customer Success Manager, you will own a set of accounts and partner with your customers to ensure they are maximizing their engagement with Windfall
• This includes interacting with customers at every stage from onboarding to renewal, including providing proactive account management and consultative support, as well as engaging in data research and analysis and thought leadership
• Additionally, this role will help support Windfall’s continued growth by helping to implement systems and processes as the company scales
• Own end-to-end customer experience including onboarding, product adoption and usage, implementation of best practices, renewal and growth
• Proactively manage a book of diverse nonprofit customer accounts, driving towards key renewal outcomes and metrics, multi-threading and product utilization goals
• Leverage nonprofit fundraising industry and Windfall Product and customer resource expertise to ensure customers successfully implement Windfall into their workflows and realize maximum value from their subscriptions
• Serve as the customers’ conduit into all of Windfall, following internal processes for communicating and escalating technical and other customer issues across teams to ensure timely resolution and continued delivery of high-quality product to the customer via stellar experience
• Perform focused research on US households to help validate our model and dataset and collaborate closely with Windfall’s Product team on potential enhancements and deliver customer feedback
• Become a product expert in Windfall’s core Nonprofit offerings, utilizing your knowledge to become a trusted customer advisor
• Take ownership of departmental projects and initiatives that align with your experience and expertise (eg. contribute to the customer newsletter, enhance our internal reporting dashboards, oversee the creation of additional customer support materials)