At a Glance
- Tasks: Engage and educate charity partners to maximise their use of JustGiving’s tools.
- Company: Join JustGiving, a leader in digital fundraising with a mission to make a difference.
- Benefits: Flexible remote work, competitive salary, and opportunities for personal growth.
- Other info: Be part of a dynamic team dedicated to social impact and innovation.
- Why this job: Make a real impact in the charity sector while building meaningful relationships.
- Qualifications: Passion for charity, strong relationship management skills, and analytical mindset.
The predicted salary is between 30000 - 40000 £ per year.
About the role
We're looking for an enthusiastic and creative Customer Success Manager to join the JustGiving team to own and manage a diverse portfolio of charity customers. This role is all about engaging and educating our charity partners to ensure they are making the most out of JustGiving’s tools and features - simply, we help our charities engage more supporters, raise more money and further their cause. This role is a great fit for someone passionate about the sector, self-motivated and comfortable delivering a high volume of relationship management activities.
What you’ll be doing
- Build and maintain strong relationships with charity customers, acting as their primary point of contact and trusted advisor.
- Strategically manage a portfolio of charity customers, ensuring each is developed to its full potential.
- Become an expert product advocate, conducting high-quality customer interactions to maximise adoption of JustGiving features and ensure JustGiving is positioned as the exclusive or preferential partner.
- Ensure your charity accounts are developed to their full potential, by uncovering and driving win-backs from competitors, securing contract partners, delivering retention pitches, driving influenceable growth from existing activities and events, and hunting for competitive new opportunities.
- Consult our customers on how to maximise engagement and donations towards their fundraising objectives.
- Pursue opportunities for revenue growth and identify commercial risks.
- Analyse data on fundraiser and donor behaviour, seasonal trends, and competitor successes; and share this data in an engaging way to charity customers.
- Apply creative approaches to managing a varied portfolio of charity customers.
- Represent JustGiving at internal and external industry events, becoming a recognised voice in the digital fundraising discussion.
What we’re looking for
- Strong knowledge of the charity sector and/or a passion for doing good.
- An excellent relationship manager with demonstrable experience of building and developing relationships.
- An extremely organised and motivated self-starter who is comfortable working independently.
- Analytically minded and commercially aware, including being able to identify threats and risks.
- Able to build strategies to ensure your success and effectively prioritise workload.
- Target-driven: able to spot opportunities, position our products and ‘close’ when necessary.
- An eloquent and compelling communicator, excited by the opportunity to present to small and large groups.
- Resourceful and self-sufficient, you will be able to prioritise your own workload and deadlines.
- A team player, open to undertaking ad-hoc tasks for the good of Blackbaud, and JustGiving, as a whole.
Customer Success Manager - JustGiving employer: Blackbaud
At Blackbaud, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous training opportunities and a supportive environment that encourages professional development. Located in the heart of the UK charity sector, we provide our team with the unique advantage of making a meaningful impact while working alongside passionate individuals dedicated to enhancing client outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - JustGiving
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Blackbaud. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Blackbaud before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - JustGiving
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Blackbaud:Your cover letter is your chance to shine! Tell us why you want to work at Blackbaud specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Blackbaud!
How to prepare for a job interview at Blackbaud
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
