Meet Benevity: Benevity's award-winning corporate purpose software empowers companies and their people to take social action on the issues and causes they care about. Through giving, volunteering, grantmaking, and positive actions, we help 650+ clients (and counting!) build better cultures and engage their employees and customers to create greater social and business impact. We're also one of the first B-Corps in Canada, meaning we're as committed to purpose as we are to profits. Benevity is actively seeking a Senior Manager, Client Success to join our Benevity International team and lead the Benevity International Spark Client Success team.
Your mission will be to form and build a Client Success team to support our Spark clients outside of North America - supporting all aspects of Client Success across implementation, client success management, and support. In this newly created role, you will report to the Senior Director of Client Success for Benevity International, and you will be their trusted partner in defining how Benevity International will serve our international Spark clients; you will develop and evolve Benevity International's client success objectives, strategy, and tactics, and work towards implementing processes that scale as the client base grows. You have an enthusiastic business ethic, a service-oriented ethos, a keen understanding of the CSR landscape, and you are agile and innovative through change and growth. You have broad knowledge and experience across the client success pillars (implementation, CSM, and support), and have a clear understanding of how an organization can deliver unparalleled CX in different stages of the organization's growth and maturity. You enjoy motivating and managing people, helping them to grow in their ability to provide consultative support and leadership to Benevity's clients.
What you will doForm and build the new Benevity International Client Success team supporting Benevity's international Spark clients. This will include implementation, client success management, and support.Develop a near and long term strategy for how Benevity International will support Spark clients, with a vision for how to mature the function over time.Provide leadership for the Benevity Intl CS team, championing evolution of our products, processes, and organization to best support our growing international client community.Identify and remove internal process roadblocks for the Benevity Intl CS team, specifically driving change that accelerates our ability to fully service Spark clients.Drive account growth outcomes through higher product adoption, creating Raving Fans of Benevity (RFOB), and reducing churn. Identify cross-selling and upselling opportunities within your portfolio of clients.Define and optimize the Client Journey for Benevity Intl clients, aligned with key client maturity milestones.Measure effectiveness of client success with operational metrics for the team, including churn, revenue, platform revenue, and client satisfaction objectives by leveraging current best practices from the North American teams.Design and implement best practice processes to cost-effectively support accounts of all sizes and touch points that's aligned across Benevity.Identify new ways of working across the CS team to provide the best client experience across the Benevity brand.Handle the overall responsibility for managing the client relationship from implementation to support.Serve as a lead spokesperson and ambassador for Benevity's client experience, representing the organization at the highest levels to prospective partners and clients.Internal stakeholder management - Promote a client-centric mentality across the whole of the organization, work with cross-functional teams to ensure that Client Success initiatives are visible and aligned with company goals, communicate product feedback and client sentiment to product and development.Be the voice of the client, end users, and causes to the rest of Benevity International and Products team, sharing insight into the experiences, sponsoring their needs across Benevity.Manage and coach the Client Success Management Team developing individual skills, removing roadblocks, prioritizing tasks, negotiation, account management, consulting skills.Identify and make recommendations for the improvement in the areas of Process, Efficiency, and Productivity including a deep understanding of how CRM and related customer success technologies and tools work, and can use that knowledge to enhance our ability to serve the client.Build synergies with the Alaya product CS team to better serve all segments.What you bringYou are a powerful client advocate - you feel a sense of responsibility and urgency when a client calls for help and communicate that urgency and need for high performance to the team.
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