Customer Success Specialist

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Front Stream wants to hire a bright trainer and project manager who loves to make our customers—nonprofits serving important causes— as happy as can be. As one of the top online fundraising products in North America, we have thousands of customers whom we aim to retain long‑term. You will have a fantastic group of customers assigned to you, and you’ll come into work every day thinking about how you can help them.

Do they need assistance using our software to fundraise? Do they have in-depth questions about a feature or setting? Do you have great ideas on how they could fundraise more effectively online? You need to be thinking strategically every day on how you can help your client fundraise more effectively online using our platform.

• Create individualized onboarding success plans to maximize customer fundraising and satisfaction. Implement success, onboarding and training sessions via virtual meetings.
• Provide customers with gold‑standard level of service and exceed expectations where possible.
• Manage ongoing customer needs and projects to help increase fundraising and comfort with products with new and existing customers.
• Be excited to work together with customers to encourage them to use more products to increase their fundraising.
• Ability to follow Onboarding and Customer Success procedures but also take the lead to provide quick and efficient service when needed.
• Take the time to fully understand and learn the products on your own so you can answer in depth and complex questions from customers.
• Work closely with the Customer Experience team, assisting on projects where needed.
• Be a part of the Onsite Support team (Travel opportunity around Canada and US). Commitment to attend at least three events per year.

• You have a proven track record of success in school and business.
• You have at least 3 years of customer‑facing experience in a Support, Customer Success, Sales, Account Management or Project Management role.
• You have training, coaching or leadership experience.
• You have strong verbal and written communication skills with the ability to communicate to a diverse audience.
• You are self‑motivated and enthusiastic.
• You have great active listening skills.
• You are dedicated to exceeding customer expectations – you can read between the lines when a customer asks a question and you aren't afraid to take the time to research options to provide detailed and complete suggestions and solutions.
• You are positive, approachable and friendly and you truly love helping people.
• You can think outside the box to provide customer with the best possible set‑up and service.
• You are a great team player and getting along well with internal colleagues is important to you.
• You have strong organizational and project planning skills.
• You have a strong work ethic and the ability to work efficiently and effectively with minimal supervision.
• You are a decision maker with attention to detail.

Helping good happen:
Over 20,000 nonprofits and socially minded companies have used Front Stream's fundraising software to power their auctions, charity events, peer‑to‑peer and online fundraising, and employee giving. Simply put, we help our customers raise more for their causes, and do more good in their communities.