Member Success Advisor

Member Success Advisor

Do you thrive on helping others? An internal promotion has created an opportunity to join the Better Impact team as a full-time, permanent, Member Success Advisor.  We’re looking for someone who is passionate about helping others and would like to help not-for-profit organizations and charities accomplish the most they possibly can.

 

We'll provide you with:

  • a flexible work environment that recognizes there are other aspects to your life than work
  • a casual and comfortable office
  • sick days that you can use for anything you’d like, sick or not
  • support from a team of peers in Canada, the USA the UK and Australia
  • training and resources to become an expert in our software
  • the opportunity to make a difference in the world by helping organizations trying to do the same
  • a compensation package based on your current experience

Role Mission:

To provide consultative, training and support services to new and experienced member organizations so that they succeed in using our software toward the accomplishment of their missions, and to provide exemplary member support and positive member experiences that drive satisfaction rates, organization retention rates, and encourage referrals.

 

Location:

Chicago preferred (or within a 90-minute commute of a major commercial airport in the eastern United States)

 

Work Hours:

Weekdays 9:00-5:00 EST/EDT or CST/CDT

 

Role Competencies:

·       Analytical

·       Data Oriented

·       Resourceful

·       Public Speaking

·       Dependable

·       Adaptable

·       Multi-Tasking

·       Team Centered

·       Attentive Learner

·       Helpful

·       Customer Focused

·       Friendly Demeanor

 

 

 

Technical Knowledge:

Required:

  • One year of administrative experience using a customer relationship management software
  • Comfortable using an Apple computer or willingness to learn
  • Experience working with Excel

Preferred:

  • 2-3 years administrative experience using Better Impact software
  • Experience working with Hubspot and Intercom

 

Qualifications:

Required:

  • High school diploma, and 10+ years of work experience; OR College degree, and 4-5 years of work experience
  • 2-3 years of experience working in volunteer, donor or non-profit management
  • An acceptable current Criminal Record Check must be submitted prior to starting employment

 

Preferred:

  • 5+ years' experience working in volunteer, donor or non-profit management
  • CVA or CRFE Certification
  • Written and verbal fluency in Spanish

 

Required Outcomes and Responsibilities:

  • 1ST Month
    • Master the fundamentals of the Better Impact suite of software
      • Review all demo and training videos
      • Create/set-up/use your own practice account
    • Review, understand and comply with all security documentation through the Better Impact ISMS
    • Display an understanding of Member Success Advisor Role functions by:
      • Onboarding Members:
        • Complete an Import
        • Complete an Application Set-Up
        • Observe a Consult Call
        • The use of the ticket tracking system
      • Member Support:
        • Responding to support inquiries through the online chat system, email or by phone
      • Familiarize yourself with the software platforms used at Better Impact

 

  • 1st Quarter
    • Maintain a 90% customer satisfaction rating on Intercom member support
    • Manage portfolio of assigned new members
    • Observe and learn the process for Web-based Training, Annual Account Reviews and Annual Training calls
  • 1st Year
    • Maintain a 94% customer satisfaction rating on Intercom member support
    • Lead assigned web-based trainings
    • Conduct member annual reviews and annual trainings
    • Record at least 24 training videos and contribute ongoing feedback in the development of training videos and help articles
    • Lead and host at least 2 usergroups
  • Ongoing KPIs
    • Intercom member satisfaction rating
    • HubSpot ticket task completion
    • Number of educational videos recorded
    • Number of user groups lead and hosted

 

If you think you’re a great fit for this position, email your resume to rob@betterimpact.com.

 

Better Impact is committed to ensuring equal employment opportunity to all qualified individuals. We believe a diverse workforce enhances our ability to fulfil our mission. We strive to offer a barrier-free recruitment and selection process. If you are contacted for an interview, please advise us if you require an accommodation.