<div>Location: Remote</div><div><br>Key Responsibilities<br><br></div><ul><li>Answer support questions</li><li>Give Website Advice</li><li>Launch Websites and Manage DNS</li><li>Build web pages for churches</li><li>Update websites for churches</li></ul><div><br>Requirements:</div><ul><li>1-2 Years Customer Support Experience</li><li>Deep knowledge and passion for the Church</li><li>Ability to work in a team</li></ul>

Technical Customer Support Representative

<div>The Ministry Success Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.</div><div><br></div><div>Requires a high school diploma or equivalent and some experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. The target is to ensure excellent service standards and maintain high customer satisfaction.</div><div><br></div><div><br></div><div><strong>Job functions:</strong></div><ul><li>Open and maintain customer accounts by recording account information</li><li>Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution</li><li>Maintain financial accounts by processing customer adjustments</li><li>Recommend potential products or services to management by collecting customer information and analyzing customer needs</li><li>Prepare product or service reports by collecting and analyzing customer information</li><li>Contribute to team effort by accomplishing related results as needed</li><li>Manage large amounts of incoming calls</li><li>Generate sales leads</li><li>Identify and assess customers' needs to achieve satisfaction</li><li>Build sustainable relationships of trust through open, interactive, and intentional&nbsp; communication</li><li>Provide accurate, valid, and complete information by using the right methods/tools</li><li>Meet personal/team targets and call, email, &amp; chat handling quotas</li><li>Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution</li><li>Keep records of customer interactions, process customer accounts and file documents</li><li>Follow communication procedures, guidelines, and policies</li><li>Go the extra mile to engage customers</li><li>Resolve customer complaints via phone, email, mail, chat or social media</li><li>Use telephones to reach out to customers and verify account information</li><li>Greet customers warmly and ascertain problem or reason for calling</li><li>Cancel or upgrade accounts</li><li>Assist with placement of orders, refunds, or exchanges</li><li>Advise on company information</li><li>Take payment information and other pertinent information such as addresses and phone numbers</li><li>Place or cancel orders</li><li>Answer questions about subscriptions, product, account information or terms of sale</li><li>Act as the company gatekeeper</li><li>Suggest solutions when a product malfunctions</li><li>Attempt to persuade the customer to reconsider cancellation</li><li>Inform customer of deals and promotions</li><li>Sell products and services</li><li>Utilize computer technology to handle high call volumes</li><li>Work with Ministry Success manager to ensure proper Ministry Success &amp; support is being delivered</li><li>Close out or open call records</li><li>Compile reports on overall customer satisfaction</li><li>Handle changes in policies or renewals</li></ul><div><br></div><div><strong>Requirements:</strong></div><ul><li>Proven customer support experience (this doesn’t have to be in an office setting)</li><li>Track record of over-achieving quota</li><li>Strong phone contact handling skills and active listening</li><li>Familiar with CRM systems and practices</li><li>Customer orientation and ability to adapt/respond to different types of characters</li><li>Excellent communication and presentation skills</li><li>Ability to multi-task, prioritize and manage time effectively</li><li>High school diploma or equivalent</li><li>Ministry Success representative top skills &amp; proficiencies:</li><li>Customer Service</li><li>Product Knowledge</li><li>Quality Focus</li><li>Market Knowledge</li><li>Documentation Skills</li><li>Listening Skills</li><li>Phone Skills</li><li>Resolving Conflict</li><li>Multitask</li><li>Patience</li><li>Negotiation</li><li>Positive Attitude</li><li>Attention to Detail</li><li>People-Oriented</li><li>Analysis</li><li>Problem Solving</li><li>Organizational Skills</li><li>Adaptability</li><li>Ability to Work Under Pressure</li><li>Computer Skills</li></ul><div><br></div><div><strong>Helpful Skill:</strong></div><ul><li>Understanding of Infusionsoft CRM</li><li>Understanding of ClickUp Productivity Management</li><li>Understading of Zendesk Support system</li></ul>

Ministry Success Representative

<div><strong>What SK is All About</strong> <em>Are you the right person for our team?</em><br>Servant Keeper’s passion is to multiply ministry impact by being the most involved technology partner for our churches and nonprofits. We reduce administrative burden for the leaders of faith-based and mission-minded organizations, enabling them to maximize time spent on meaningfully knowing and connecting with their members.<br><br>We are growth-minded with a big vision to be actively serving 40,000 ministries by 2033. We aim to be the go-to church management software and payments solution for small &amp;amp; medium-sized churches and nonprofits. Our flagship church management product has tailor-built features that address the most critical needs for these organizations with best in class customer service.<br><br>Our core values are having a servant heart, exercising grit to get more done with less, never being satisfied with the status quo, enjoying our sense of community and to do what you say you are going to do.<br><br>Working at Servant Keeper is not for everyone but it might be for you if you share our passion for serving ministries and embody the core values articulated above.<br><br><strong>What This Role is All About</strong> <em>Is this the right seat for you?</em><br>This role will be at the forefront of rolling out an improved online giving experience across our current base of ~7,000 cloud ministry partners. We are looking for talented and competitive Account Managers who thrive in a high-volume short sales cycle environment. You’ll be responsible for upselling our exciting new integrated giving solution to the staff and volunteers that run churches and nonprofits. Your job won’t end there, you’ll also be tasked with ensuring these ministry partners are successfully onboarded and begin using the online giving solution to collect donations each week.<br><br>This effort is a high priority at the business and the specially formed team you are joining will have a startup vibe to facilitate moving fast. You’ll also have direct access to the leadership team to keep an open line of communication on progress and any blockers to getting your job done.<br><br>As an Account Manager at Servant Keeper, culture and compassion are paramount - you will work directly with front-line church &amp; non-profit leaders and staff to identify their giving needs and explain how our integrated solution will help their ministry meet their budget as more and more giving shifts online.<br><br>The compensation package for this position includes payment of a commission when ministry partners you are working with sign up for and use our giving solution. Your activity levels and performance will be tracked on a weekly, monthly, and quarterly basis to drive towards achieving 80% or more of your assigned goals. You will also participate in collaborative and spirited team meetings each week to report on the pipeline of partners you are working with, get advice from your peers and report on trends and blockers you are experiencing.<br><br>Requirements</div><ul><li>2+ years of experience in the church/non-profit sector (preferred but not required)</li><li>Track record of achieving results and hitting performance goals</li><li>Servant Heart for listening to and building relationships with ministry leaders</li><li>Ability to quickly and clearly present our product value</li><li>Excellent verbal and written communications skills</li><li>Able to multitask, prioritize, and manage time effectively</li></ul><div><br>Comp and Benefits</div><ul><li>Mission driven company and team</li><li>$40-50k base salary plus commission</li><li>Unlimited PTO (paid time-off)</li><li>Competitive medical, dental, and vision insurance</li><li>Short and long-term disability</li><li>Life insurance</li><li>HSA and FSA options</li><li>401K plan</li><li>Wellness offering</li><li>Volunteer time off</li></ul>

Online Giving Account Manager

<div>Under the direction of the QA Engineer, responsible for performing exploratory and automated tests to<br>ensure product quality. Design and implement tests, debug and define corrective actions, review system<br>requirements and track quality assurance metrics. Monitor all stages of software development to identify<br>and resolve system malfunctions to meet quality standards. Build consistent and efficient test, deliver them in a timely manner, and document tests thoroughly.<br><br>The ideal candidate will have a strong background in software quality assurance, with experience in both<br>manual and automated testing. The QA Specialist will work closely with our development team to ensure<br>that our products meet high-quality standards before release.<br><br><strong>Day to Day Duties</strong></div><ul><li>Testing Martus software updates to ensure product quality</li><li>Designing comprehensive and well-structured test plans, performing automated and manual tests</li><li>Reviewing requirements, specifications, and technical design documents to provide significant and meaningful feedback to the business and development teams</li><li>Refining tickets to translate product requirements into clear, actionable user stories and acceptance criteria</li><li>Working with the development and business teams to ensure that requirements are reflected in unit tests, automated tests, and manual tests</li><li>Maintaining relevant knowledge about new testing tools and test strategies</li><li>Creating and contributing to internal documentation</li><li>Providing tech support and troubleshooting to Customer Success and Support team</li><li>Participating in sprint planning, review, and retrospective meetings in an Agile environment</li><li>Supporting frequent deployments and communicating product improvements</li><li>Other responsibilities as required</li></ul><div><br><strong>Experience</strong></div><ul><li>1 - 2 years of experience in quality assurance, working as part of a software development team and using software QA methodologies and tools</li><li>Significant experience in writing clear, concise, and comprehensive test plans and test cases</li><li>Experience in accounting and/or financial applications</li><li>Experience in an Agile development environment</li><li>Knowledge of API integrations</li><li>Experience with SaaS products, including knowledge of deployment, configuration, and troubleshooting</li><li>Education: BS/BA degree in computer science, software engineering or similar field</li><li>Authorized to work in the United States</li></ul><div><br><strong>Competencies</strong></div><ul><li>Familiar with C#, CSS, HTML, Javascript, Visual Studio, and Linqpad</li><li>Proficiency with automated test tools such as Uilicious and Selenium</li><li>Enjoy providing end-to-end solutions to software quality problems</li><li>Strong analytic and problem-solving skills and the ability to manage multiple tasks and priorities effectively</li><li>Excellent communication skills</li></ul><div><br><strong>Company and Culture</strong></div><ul><li>We’re proud of our product, and very proud of the many customers who say “We love Martus!”</li><li>We want to provide a terrific customer experience. Our support is personal, responsive, and flexible.</li><li>We’re a rapidly growing company, but small enough that everyone matters. Teamwork is ultraimportant.</li><li>Our core product is evolving rapidly; we’ve got an Agile development environment and frequent releases.</li><li>Information security and customer confidentiality are paramount.</li><li>Martus is remote-only. You’ll work from home. Our client base is all across North America, plus we have partner-supported clients in South Africa and Australia.</li></ul><div><br>We are an equal opportunity employer.&nbsp;</div>

Quality Assurance Specialist

<div><strong>COMPANY OVERVIEW:<br></strong>VisitorReach is a faith-based organization whose mission is to empower churches to effortlessly connect with newcomers and spiritual seekers in their local communities. Using cutting-edge technology, we strive to facilitate meaningful 1:1 conversations, nurture connections, and contribute to the growth of vibrant, spiritually rich communities.<br><br><strong>PURPOSE AND SUMMARY:<br></strong>The Sales Account Representative is responsible for connecting with potential churches to determine their viability with VisitorReach resources. They help to establish trusted relationships with prospective clients and assist Sales Ambassadors in nurturing sales leads. This role requires strong administration and communication skills, a passion to connect with new people, an understanding of VisitorReach technology, and a maintaining of detailed notes and records on clients<br><br><strong>QUALIFICATIONS:</strong></div><ul><li>Degree in Business Administration, Communications or a related field is preferred</li><li>Five years previous experience in sales/customer service activities</li><li>Must have word processing, calendar planning, and instructional expertise</li><li>Must have good oral and written communication skills</li><li>Understands church activities and outreach endeavors to the local community</li><li>Understands Judeo-Christian values within the church community</li><li>Has an awareness of, or affiliation with, local church involvement</li></ul><div><br><strong>REPORTING RELATIONSHIPS:</strong></div><ul><li>o Reports directly to the Sales Manager</li><li>o Has no supervisory responsibility</li></ul><div><br><strong>RESPONSIBILITIES:</strong></div><ul><li>Client Acquisition:<ul><li>Acquires detailed client geographic and demographic information;</li><li>Identifies scenarios that may impact company services; Reviews website to pre-qualify a client prior to any conversations.</li><li>Contacts potential clients that are provided through inbound marketing leads, previous lists, or referrals, and determines the client suitability for company resources.</li><li>Provides ongoing communications that facilitate new contracts, contract renewals, client retention and potential upgrades.</li><li>Inputs all necessary potential client data into the CRM; Provides any client support needed during the discovery process until onboarding.</li><li>Works with Sales Ambassadors to finalize any details of a signed agreement and connects the Sales Ambassadors with the Client Services team.</li><li>Attends meetings as requested.</li></ul></li></ul><div><br></div><ul><li>Sales Ambassador Support:<ul><li>Provides ongoing administrative support to Sales Ambassadors regarding all potential new client relations.</li><li>Sets up and provides client information to Sales Ambassadors for all demonstration meetings and follow-up discussions with clients.</li><li>Inputs and updates all records in the CRM as instructed; Communicates any updates from potential clients to Sales Ambassadors; Provides</li><li>Sales Ambassadors with any ongoing lists of potential clients as requested.</li></ul></li></ul><div><br><strong>ACCOUNTABILITIES:<br></strong>All responsibilities are to be performed in a timely, efficient, effective, accurate, appropriate, and professional manner.</div>

Sales Account Representative

<div><strong>COMPANY OVERVIEW:<br></strong>VisitorReach is a faith-based organization whose mission is to empower churches to effortlessly connect with newcomers and spiritual seekers in their local communities. Using cutting-edge technology, we strive to facilitate meaningful 1:1 conversations, nurture connections, and contribute to the growth of vibrant, spiritually rich communities.<br><br><strong>PURPOSE AND SUMMARY:<br></strong>The Client Onboarding Specialist is responsible for facilitating a successful onboarding process for new clients and transitioning them from sales to active engagement with our app &amp; platform. This role requires adherence to project timelines, coordination with internal teams, and administration of all initial setup, training, and support needs. The role requires strong project management skills, excellent communication abilities, and a client-focused approach during the critical initial phase of their journey.<br><br><strong>QUALIFICATIONS</strong>:</div><ul><li>Degree in Business Administration, Communications, or a related field is preferred.</li><li>Minimum of 2-3 years prior experience working in church office, either ministerial or administrative capacity.</li><li>Basic knowledge of technology, digital platforms, apps, and applications.</li><li>Competent computer skills, including word processing, spreadsheet, and presentation software; prior SaaS experience preferred.</li><li>Excellent communication skills for interacting with clients, including pastors, church leaders, and conference leaders.</li><li>Ability to work independently and as part of a team in a fast-paced environment; Must be adaptable to change</li><li>Understands church activities and outreach endeavors to the local community.</li><li>Understands Judeo-Christian values within the church community</li><li>Has an awareness of, or affiliation with, local church involvement.</li></ul><div><br><strong>REPORTING RELATIONSHIPS:</strong></div><ul><li>Reports directly to the Client Services Manager</li><li>Has no supervisory responsibilities</li></ul><div><br><strong>RESPONSIBILITIES:.</strong></div><ul><li>Administrates transition from sales to onboarding using CRM templates; Schedules, prepares for, and conducts onboarding kickoff meetings, mobile app training, and the go-live process, including setting up calendar invites and following specific meeting scripts.</li><li>Creates and administrates client onboarding projects in company PSA platform, including assigning team members and planning based on client requirements; Completes and processes applications and templates for communication and marketing tools, such as 10DLC, Quick Replies and NurturePoint Journeys.</li><li>Gathers information from client input for content creation, monitors project progress, and maintains communication with customers, including fulfillment of all pre-meeting requirements.</li><li>Finalizes onboarding items, reviews creative assets with clients and makes necessary edits; Handles billing set-up fees and payment schedules.</li><li>Holds post-launch meetings to gather feedback and establish ongoing strategic collaboration with the client.</li><li>Actively listens, understands, and engages client’s needs and objectives; Integrates the client’s brand, culture, and values into tailored solutions; Aligns company resources with client’s identity and mission.</li><li>Attends meetings as requested.</li></ul><div><br><strong>ACCOUNTABILITIES:</strong></div><ul><li>All responsibilities are to be performed in a timely, efficient, effective, accurate, appropriate, and professional manner.</li></ul>

Client Onboarding Specialist

<div><strong>About the Team</strong></div><div>The Platform Support Team is a growing group of technically-inclined team members working to help clients learn and make the most of the Subsplash Platform. The secret to this team’s success is its wide array of skills. There are tech gurus, customer service geniuses, operations wizards, and amazing writers, all of whom contribute something unique to the team. If you like learning, teaching, technology, and animated GIFs, then you will fit right in!&nbsp;</div><div><br><strong>About the Role</strong></div><div>As the Onboarding Specialist, you will report to the Onboarding Manager. The Onboarding Specialist welcomes the client post-sale and curates the onboarding experience to optimize client retention, maximum adoption of services and delivering delight. You will excel in teaching the client how to use Subsplash tools, understand our diverse services and usher them through the process to realize their value.&nbsp;</div><div><br><strong>Your Priorities&nbsp;</strong></div><ul><li>Providing tailored services for paid implementation clients including but not limited to consulting, building and graphic design</li><li>Providing clients with creative direction and solutions to problems via tickets and phone calls and screen sharing</li><li>Working closely with the client to curate their onboarding journey and see that apps pass internal review in six weeks or less from signup</li><li>Reviewing client apps for quality assurance</li><li>Working with your team on new projects and ideas to better the client experience</li><li>Troubleshooting complex issues</li></ul><div>&nbsp;</div><div><strong>You Are...</strong></div><ul><li><strong>A Skilled Communicator:</strong> You’re a strong writer and comfortable on the phone</li><li><strong>A Subsplash Platform expert:</strong> including all areas related to onboarding for the App, Giving, SnapPages, and future products.&nbsp;</li><li><strong>Technical:</strong> You enjoy learning about new technology and understanding how things work. You can build a Subsplash app that will pass review in under one hour and translate a client’s previous website into a SnapPages site within 3 hours.&nbsp;</li><li><strong>A Problem Solver:</strong> You’re a critical thinker by nature and love solving puzzles</li><li><strong>Empathetic:</strong> Helping other people makes you happy</li><li><strong>A Good Teacher:</strong> You can make complex concepts seem simple</li><li><strong>An Awesome Human Being: </strong>You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow</li></ul><div><br><strong>Qualifications</strong></div><ul><li>2 years of customer service experience</li><li>Experience using systems like Zendesk, JIRA, Asana, and Google Apps</li></ul><div><br><strong>Bonus Qualifications</strong></div><ul><li>Basic coding knowledge</li><li>Experience with Photoshop and/or other image manipulation and design programs</li></ul><div><br><strong>Compensation</strong></div><ul><li>The total compensation for this role is between $50-55,000/yr.</li></ul><div><br><strong>Benefits</strong></div><div>Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, 401k Matching, Culture Building Events&nbsp;</div><div><br><em>This position is classified as Full-time/Non-Exempt and therefore is eligible for overtime pay.</em></div><div>Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.</div><div><em>Subsplash is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, disability or genetic information.</em></div><div><br><strong>About Subsplash</strong></div><div>Based in Seattle, Subsplash is an exciting award-winning team of 280+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we’ve pioneered the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.</div><div><br>Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!</div>

Customer Onboarding Specialist I

<div>As a Renewed Vision <strong>Customer Service and Support Representative (Tier I)</strong>, you will be an outgoing individual with good interpersonal skills to handle sales and support calls/chats, customer and reseller training, and other tasks to meet our growing needs. Support is a critical component of our company and we are committed to providing world-class support to our users. User support representatives respond to emails and online chat requests for technical support. Also, you will schedule phone calls and screen share sessions to assist in solving a customer's problem.&nbsp; This role will be Sunday-Thursday with hours based on your location.&nbsp; If you have a Production or Support background and enjoy helping others by education or solving their problems, we’d like to meet you.</div><div><br><strong>Roles/Responsibilities:</strong></div><ul><li>Answer incoming communication and troubleshoot customer technical problems with our software products and other hardware</li><li>Put customers at ease and help them solve their technical problems quickly</li><li>Use time management skills to prioritize customer calls and quickly address all customer technical problems</li><li>Improve customer references by writing and maintaining documentation</li><li>Assist customers with their deployment, configuration, problem triage, and troubleshooting of our software products</li></ul><div><br><strong>We want people who:&nbsp;</strong></div><ul><li>Like to help people achieve their best</li><li>Have used ProPresenter and/or other Renewed Vision products in live productions</li><li>Know general computer troubleshooting strategies</li><li>Understand video production workflows and industry terms (such as camera signals, switchers, keying, and video compression)</li><li>Are critical thinkers and problem solvers</li><li>Can express themselves well with the written word</li><li>Can type quickly</li><li>Has a drive and ability to make processes more efficient</li></ul><div><br><strong>We really want people who:</strong></div><ul><li>Have experience working in a production environment, with a deep knowledge and understanding of how Renewed Vision Products (ProPresenter, PVP, Pro Video Sync, Scoreboard) are used in production environments.</li><li>Have customer Service related experience in a written format</li><li>Ability to work both independently and within a team with minimal supervision.</li></ul>

Support Representative

<div>&nbsp;&nbsp;</div><div>&nbsp;<strong>FUNCTION JOIN OUR PASSIONATE AND INNOVATIVE TEAM AT TOUCHPOINT SOFTWARE! </strong><br><br></div><div>At TouchPoint Software, we believe in the power of technology to transform how churches connect with their communities and fulfill their visions. Our user-friendly and mobile-first software solutions have been designed with love and care, empowering church leaders to simplify operations and focus on what truly matters – their congregations.&nbsp;<br><br></div><div><strong>FUNCTION:</strong> The Client Account Representative is accountable for supporting the daily activities related to the processing of assigned client accounts. The individual in this position is responsible for responding timely to internal and external requests in an effort to identify process improvements and facilitate solutions. &nbsp;</div><div>&nbsp;</div><div><strong>PRINCIPAL RESPONSIBILITIES AND DUTIES:</strong>&nbsp;</div><div>&nbsp;</div><div>1. Independently processes and responds to routine questions, processing issues, and requests according to company defined procedures.&nbsp;</div><div>2. Thoroughly analyzes issues and requests and clearly communicates them verbally and in writing using company approved methods and tools.&nbsp;</div><div>3. Makes customers and their needs the primary focus of one’s actions by developing and sustaining productive customer relationships.&nbsp;</div><div>4. Ensures application of best practices through consistent evaluation of key metrics, independently driving process improvement efforts to advance account standing.&nbsp;</div><div>5. Acts as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management.&nbsp;</div><div>6. Keeps account manager or superior informed of significant issues on a timely basis.&nbsp;</div><div>7. Seeks guidance from the appropriate account manager or supervisor on significant non-routine issues.&nbsp;</div><div>8. Possess a thorough understanding and ability to explain and promote our web-based services.&nbsp;</div><div>9. Other duties as assigned.&nbsp;</div><div><strong>&nbsp;</strong></div><div><strong>SKILLS AND ABILITIES REQUIRED:</strong>&nbsp;</div><div>&nbsp;</div><div>1. Well-developed organizational skills with consistent time management in order to handle multiple tasks simultaneously.&nbsp;</div><div>2. Maintains stable performance under pressure or opposition.&nbsp;</div><div>3. Proficient in Microsoft Office suite with focus on Excel (pivot tables/VLookups).&nbsp;</div><div><strong>4. A strong ability to communicate effectively, both written and verbal, at all levels.&nbsp;</strong></div><div><strong>&nbsp;</strong></div><div><strong>MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:</strong>&nbsp;</div><div>&nbsp;</div><div>1. A general level of knowledge acquired through completion of a bachelor's degree in business administration or a related field or equivalent experience.&nbsp;</div><div>2. 1-2 years of customer relations experience in a technical service environment. <br><br><strong>WHY WORK WITH US?</strong><br><br></div><div>Awesome Work Environment: We're not your average team; we're a group of passionate individuals who know how to have a good time while making a positive impact.&nbsp;<br><br></div><div>Innovation at Heart: We thrive on pushing boundaries and leading the way in technological advancements for churches. Join us as we explore new horizons!&nbsp;<br><br></div><div>Customer-Centric: We go above and beyond to serve our partner churches, providing exceptional customer service that exceeds expectations.&nbsp;<br><br></div><div>Serving a Greater Purpose: As a subsidiary of Cass, we are committed to simplifying the lives of church staff and lay leaders, ultimately making a difference in the world.&nbsp;<br><br></div><div>If you are looking for more than just a job and want to be part of a team that combines its dedication to serving the church with a passion for innovation, then come join us at TouchPoint Software. Together, we'll create a brighter future for churches and their communities.&nbsp;<br><br>To learn more about us, please visit www.TouchPointSoftware.com</div>

Client Account Representative I

<div>A Community Manager ensures that our audience on social media platforms are being nurtured and responded to. This individual is a “people person” and enjoys engaging with people as well as providing excellent customer service to the online community.</div><div><br></div><div><strong>FOR THIS POSITION:</strong></div><ul><li>Build relationships with FamilyLife’s online community on social platforms</li><li>Deploy social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect brand reputation</li><li>Publish content that meets the brand’s communication style</li><li>Engage with the online community and respond to comments and requests in a timely manner.</li><li>Monitor comments on posts and engage with them. “Like” all positive, helpful comments and respond to those that merit a response.</li><li>Use effective communication methods to increase followers to social media accounts.</li><li>Research trending topics, hashtags, and videos relating to FamilyLife brand</li><li>Assist with fostering new relationships with key influencers within the community</li><li>Monitor reviews of our Facebook page, and leave a comment for those that give us 5 stars.</li><li>Assist with creating content strategy to announce and educate the FamilyLife online community on new offerings</li><li>Monitor and provide feedback on engagement/conversation via social media channels to Social Media Manager</li><li>Assist with creating engaging content and videos for all social media platforms</li><li>Stay up-to-date with current FamilyLife blogs, podcast, event, products, etc</li><li>Stay up-to-date with the latest industry and digital trends</li><li>Facilitate and participate in online events to build community and boost brand awareness, events, or products</li></ul>

Community Manager

<div><em>Candidates local to Phoenix, AZ will be prioritized at this time</em></div><div><br><strong>Position Summary</strong></div><div>We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth.&nbsp;</div><div><br><strong>Responsibilities</strong></div><ul><li><strong>Own and optimize customer journey</strong><ul><li>Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits</li><li>Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery</li><li>Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage</li><li>Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress</li><li>Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors</li></ul></li><li><strong>Drive customer value</strong><ul><li>Collaborate with Director of Customer Onboarding and Services to optimize time to value</li><li>Understand change management best practices for nonprofits</li><li>Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor</li><li>Define, drive, and demonstrate the value (ROI) delivered to customers</li><li>Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities</li></ul></li><li><strong>Lead cross-functionally to drive customer success</strong><ul><li>Define organization-wide responsibilities for each stage of the customer journey</li><li>Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience</li><li>Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile</li><li>Help foster company-wide culture of Customer Success</li></ul></li><li><strong>Maximize CS specific platforms and tools</strong><ul><li>Facilitate the adoption of essential processes in ChurnZero</li><li>Ensure ChurnZero is our company’s single source of truth for customer health</li><li>Create and/or refine dashboards to measure customer success</li><li>Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time</li><li>Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys</li></ul></li><li><strong>Own key metrics for your team and for Virtuous</strong><ul><li>Gross renewal rate</li><li>Net renewal rate</li><li>Expansion revenue</li><li>Virtuous Payments Growth Rate</li><li>Customer generated stage 2 pipeline for sales</li><li>NPS</li><li>Employee NPS</li><li>Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates</li></ul></li><li><strong>Recruit, mentor, and inspire a world-class team</strong><ul><li>Build a pipeline of great CSM candidates to meet the needs of our quickly growing team.</li><li>Establish an effective interview process</li><li>Establish performance expectations and growth paths for team members and provide regular relevant feedback</li><li>Transition out underperforming team members</li><li>Develop enablement strategies for CSMs</li><li>Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach.</li><li>Revise CSM compensation plans annually or as necessary</li><li>Determine the segmentation of the customer base and align the team structure and levels accordingly</li></ul></li></ul><div><br><strong>You Must Have</strong></div><ul><li>6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity</li><li>Experience overseeing managers</li><li>Proven track record of managing a Customer Success team and driving team performance metrics</li><li>Strong understanding of SaaS business models and experience in a SaaS environment&nbsp;</li><li>Nonprofit knowledge and experience preferred&nbsp;</li><li>Exceptional leadership, communication, and interpersonal skills</li><li>Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions</li><li>Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus</li></ul><div><br><strong>What We Offer</strong></div><ul><li>Market competitive pay leveraging Carta data</li><li>Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)</li><li>401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days</li><li>We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO</li><li>Supportive time off including paid volunteer days and company holidays</li><li>Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).</li><li>12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)</li><li>We pride ourselves on Community and host exciting company outings and events.</li></ul><div><br><strong>About Us</strong></div><div>Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.</div><div>Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits&nbsp;</div><div>&nbsp;</div><div>We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.&nbsp;</div><div>The ideal candidate for Virtuous embodies our values by:</div><ul><li>Asking questions with a spirit of curiosity</li><li>Giving feedback freely with candor &amp; grace, welcoming it in return</li><li>Displaying a passion for philanthropy and technology&nbsp;</li><li>Serving with joy. Everyone is willing to make the coffee!</li><li>Celebrating the wins &amp; milestones of others&nbsp;</li><li>Assuming good intent &amp; demonstrating trust in others&nbsp;</li><li>Pursuing relationships with people different from themselves &amp; creates space to be human</li></ul>

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