What are the responsibilities and job description for the Online Giving Success Coach position at Our Sunday Visitor, Inc.?
Job Summary
The Online Giving Success Coach will engage directly with customers to optimize their experience and maximize the value they receive from our solution. This sales focus role drives online giving growth, strengthening customer relationships, and increasing awareness of additional solutions. Key responsibilities includes supporting donor cultivation, driving active donors per customer penetration, educating customers on new and existing features, developing growth strategies and assisting development of marketing materials, and capturing customer needs to enhance their success.
The responsibilities of the job include, but are not limited to, the following:
Essential Job Functions
- Develop an expertise in OSV’s software products (specifically online giving) with a deep understanding of the customers using them
- Proactively engage with customers by making outbound calls to schedule coaching sessions and ensure high retention rates
- Host interactive virtual coaching sessions daily
- Handle inbound calls and respond to e-mails in an efficient, professional, and timely fashion
- Analyze accounts in preparation for virtual visits
- Monitor customer engagement metrics and take appropriate action for customers with low engagement
- Host product webinars
- Independently manage priorities while maintaining a high level of service and customer focus
- Meet/exceed KPIs for maintaining a high level of customer satisfaction
- Uncover parish needs through observation, understanding, and nurturing the parish relationship
- Detect and communicate market and customer trends and review periodically with management
- Use CRM to document each call, track opportunities, and manage the customer relationship
- Collect and monitor data for progress validation
- Other duties as assigned
Experience
- 3 years of Customer Experience
- 3 years of experience in the SaaS industry
- Experience and/or knowledge of a parish office inner workings
- Proven experience managing simultaneous projects and deadlines
- Experience in donation platforms a plus
Education
- Associate degree (Bachelor’s degree preferred) in Business or related field and/ or education with commensurate work experience.
Skills and Abilities
- Highly self-motivated and directed
- Strong customer service orientation with a goal of exceeding customer expectations
- Ability to manage statistical data to drive effectiveness
- Knowledge of customer service principles and practices
- Strong communication skills, both verbal and written
- Ability to deliver complex information that anyone can understand
- Unwavering focus on continuous improvement
- This position will handle confidential data, and confidentiality must be maintained
- Proficient in Microsoft Office 365
- Bi-lingual preferred
Working Environment
- Remote or hybrid office environment that will require extensive use of computer software and equipment
- Video Conferencing
- Travel for training and conferences as needed
Supervisory Responsibilities
- None
Compensation
- OSV recognizes that its employees work in many different states and therefore may be affected by different laws. It is OSV's intention to comply with all applicable federal, state, and local laws that apply to the Company's employees.
- Compensation offered is determined based on market data, internal equity, and an applicant's relevant skills, experience, and educational background.
- General Salary Range: $42,000 - $47,000
Salary : $42,000 - $47,000
