Client Setup and Support Coordinator; Temp); Remote

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Associate Boston, MA, US

2 days ago Requisition

Salary Range: $21.00 To $22.45 Annually

Client Setup and Support Coordinator
- Full Time (Temp)

Our Organization

CDP, a Boston-based public benefit corporation, uses the collaborative fundraising model to improve the operational efficiency and revenue generation capacity of the public media system. CDP currently provides more than 230 NPR and PBS public media organizations (PMOs) with outsourced marketing, data analytics, fundraising, and technology services. These services help PMOs raise more net income, grow their donor files faster, lower their fundraising costs, and free up development talent allowing stations to better focus on local engagement.

Since its inception, CDP has delivered more than $1 billion in membership revenue for local PMOs participating in its services and has become the most widely adopted Public Media service in the history of public broadcasting.

Just as CDP is committed to supporting public media organizations around the country, we are equally committed to supporting each of our team in their own professional development.

The Client Setup and Support Coordinator will help ensure an exceptional client experience throughout the support ticket lifecycle. This individual is responsible for reviewing and actioning all user set up and deactivation requests while meeting service level agreements and escalating where necessary. This role works collaboratively with clients, partners and internal teams, promoting client success and ensuring the highest standards of service.

This is a temporary role that may lead to a permanent position based on business needs and performance.

Key Responsibilities:

• Build and maintain a positive client experience through the entire support ticket lifecycle through timely communication and proactive follow-up.
• Promote client success by cultivating collaborative relationships, managing client expectations, and ensuring adherence to Service Level Agreements (SLAs) for support tickets.
• Handle user set up and deactivation with precision, maintaining accuracy across all relevant systems (Revolution CRM, Salesforce) while adhering to established processes and best practices.
• Create, update and maintain contact records in Salesforce and user records in Revolution CRM to keep date accurate and complete.
• Contribute to the company-wide knowledge base by referencing existing material and combining resources into cohesive and accessible documentation for both clients and internal teams.
• Flag recurring issues, data in consistences or process gaps and share with the appropriate partners for follow-up.
• Ensure clear, timely handoffs to other internal teams that are part of related user set up processes.
• Work with multiple business teams and outside partners to improve CRM processes ensuring security compliance,
• Ensure timely escalation of potential issues and proactively suggest and implement process improvements to enhance service efficiency
• Perform other duties and responsibilities as assigned by the Manager and/or Director

Qualifications:

• Excellent customer service and support skills
• Ability to communicate clearly and professionally with clients and internal partners, even under pressure or in quickly evolving situations
• Flexible and adaptable to changing priorities and projects
• Ability to independently and collaboratively tackle general issues, identify effective solutions, and provide feedback on business requirements
• Strong technical troubleshooting skills with the ability to explain and resolve issues for clients
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