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Posted: Thursday, February 23, 2017 12:15 AM

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Start Date: ASAP
Location: Stamford, Connecticut

Hubbub. Defn. A situation of much excitement, interest, energy and enthusiasm.

Hubbub is Europe’s largest provider of digital fundraising technology and professional services, and we’re rapidly expanding rapidly into the United States. We have offices in London and Grand Rapids (MI), and recently won Connecticut State’s VentureClash award, securing $1.1m in investment to set up our US headquarters in Stamford, Connecticut.

We are a creative team with a mission to power and scale the world’s good causes by bringing fundraising into the digital, social age. Hubbub builds ground­breaking donor acquisition, engagement and retention solutions for universities, colleges, schools and non-profits.

Our solutions enable organizations to create their own hubbub, by showcasing their unique creativity, energy and causes, and building lifelong bonds between students, graduates, staff and their institution. To help more and more institutions, we need amazing people. Here’s where you come in.

Summary
We are looking to hire a Customer Success Manager to manage our growing US client base. The ideal candidate has experience in either customer success or within the development/alumni teams within a university and can demonstrate the required skills to provide advice, training, and support to our clients.

Our Customer Success function has been designed to deliver exceptional, hands-on, service to each of our clients and you will play an integral role in achieving this. You will play a crucial role in helping universities and nonprofits run successful campaigns, and you will enjoy their success too!

The candidate will be based in Stamford, Connecticut, with regular travel to clients across the USA required. As our first USA-based Customer Success Manager, there is significant opportunity to grow, develop and shape the role and become part of our ambitious plans to revolutionize an entire sector.

We expect the successful candidate to develop substantial leadership skills and to become a key component of our delivery and customer success teams in future.

Role specification

The successful candidate will have responsibility over the following areas.

Managing Existing Customers
Lead on client workshops and training sessions to ensure customer success
Understand customer needs and challenges and help clients meet those with best use of product
Spot ways to add value with other Hubbub services/products and work with the relevant account manager to capitalize on those
Work closely with both the commercial and product teams within Hubbub to ensure a great customer experience
Monitor product/service usage and success
Answer or escalate customer support requests in a timely and professional manner
Create/update client support materials
Offer value add with tips, advice and ideas
Keep up to date on customer news and key events
Research innovative campaigns relevant to clients and share news that may be applicable to their platform
Onboarding New Customers
Gather new customer handover notes from the sales team
Prepare initial stakeholder meetings with clients
Explore and capture the objectives and goals of the customer project
Provide customer training on using both front and back end of our solutions to encourage best practice and maximal utilisation of product
Walk through the steps required to set up the platform
Project manage the onboarding process
Consult on best practice of product use
Core Competencies
Customer success / account management experience OR experience working with, or in, university development offices or alumni relations teams
Demonstrated ability in/knowledge of fundraising
Project management experience
Experience in/knowledge of crowdfunding or giving days
Proven ability to communicate effectively by email, phone and face to face
Digital native ­ familiar with social media, web­ based tools and software
Knowledge of desktop and web ­based digital tools (specific platforms not a requirement, but flexibility in learning and adapting to new tools is a must)
Reporting line
We run an empowering and flat organizational structure in the model of “Reinventing Organizations”. You will be part of our (currently) 6 person North America team, and accountable to your team members, who will also be accountable to you.

How to apply

Please send a cover letter and your resumé to jobs@hubbub.net. We look forward to hearing from you!

• Location: Fairfield

• Post ID: 93327493 fairfield
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