Nonprofit Customer Success Manager

Tatango is the leading enterprise text message marketing company, enabling organizations to send high quality, timely messages to their subscribers.

The primary goals of the Customer Success Manager (CSM) position are to drive post-sale product adoption of features and improve customers’ overall usage of the Tatango platform. The CSM is passionate about providing an outstanding experience for our customers. The CSM will leverage a broad understanding of Tatango and the text message marketing industry to provide efficient customer assistance to Tatango customers, while delivering an exceptional customer experience.

The CSM will aid in the company’s customer retention by ensuring that customers are satisfied with the products and services they are receiving. When issues or problems arise, the CSM will address the issue in a timely and effective manner. The representative will value and nurture business relationships with clients, with the goal of retention and loyalty to the organization. Educating customers on how to successfully build a texting program that returns an ROI to the nonprofit is a key aspect of the role. The CSM ensures that our customers understand and experience the value of our products/services throughout the duration of the contract term.

Core Responsibilities

• Work collaboratively with other Tatango teams to deliver an exceptional customer experience
• Continue customer onboarding post “go live”. Once technical items such as carrier approval are completed, assist customers in expanding usage of Tatango features.
• Ensure customers are getting the most out of Tatango’s platform and achieving a positive ROI
• Grow customer usage of Tatango and increase feature adoption across the spectrum of accounts
• Advocate for the customer by taking their feedback and sharing it with other departments, to improve processes and product offerings
• Provide product support service to customers
• Develop and maintain a smooth and strong relationship with customers to increase loyalty and retention
• Continuously educate customers about new set of features/product roll outs in a way to retain Customers long term and help them succeed for a long-lasting relationship.
• Collaborate with other teams for upcoming features (or) any enhancements raised by Customers
• Other customer success support duties as assigned

What you should have:

• A minimum of 5-10 years experience in a customer success, customer service or sales support role, working with nonprofit organizations
• Detail-oriented and able to manage high-volume activities from multiple sources
• Self-directed and proactive in a 100% remote environment
• Outstanding written and verbal communication skills
• BA or BS degree or equivalent experience
• Candidates must possess a customer-focused mindset, be entrepreneurial spirited, showcase an ability to impact and improve customer outcomes
• Ability to display highly developed customer service soft skills including empathy and relationship building skills
• Exceptional verbal and written communication skills; must be able to resolve customer issues via phone and/or email
• Excellent listening skills are required for success
• Excellent troubleshooting/researching skills; ability to solve practical problems
• Knowledgeable and proficient with Internet usage and terminology
• Working knowledge of mobile devices
• Attention to detail and accuracy is a must

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice as business needs evolve.

Tatango, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ancestry, gender, sexual orientation, gender identity, genetic information, political beliefs, marital and family status, disability, veteran status, or any other legally protected basis.