Job details

Customer Success, Activation Specialist

JOB DESCRIPTION

The Activation Specialist is responsible for ensuring Overflow customers fully activate their giving suite, enabling them to receive donations of stock, crypto, cash, and DAF gifts. This role will be responsible for creating a smooth handoff post sale, ensuring a successful migration of recurring donors, and developing an excellent customer experience throughout onboarding. An individual will be successful in this role if they are passionate about project management, can handle multiple projects with varying timelines at once, and are diligent about the details. This individual will have the opportunity to work with all new Overflow customers to kick off their partnership and be the first interaction customers have with Overflow post-sale.

REPORTS TO

Head of Partnership Success - Claire Machado

RESPONSIBILITIES

Host Migration Welcome Calls to orient enterprise customers to the migration process and kick-start a successful migration.
Diligently follow the Overflow Activation Process to guide customers through every step of the activation journey
Collaborate with third party vendors to guarantee all assets are activated correctly and in a timely manner for customers.
Ensure the correct implementation of tech-touch onboarding processes.
Respond professionally and knowledgeably to onboarding support inquiries through Zendesk.
Develop migration and onboarding resources to turn repetitive processes into scaleable, tech-touch systems.
Act as the liaison with the Technical Migration Specialist to ensure the Overflow Migration Tool meets the needs of customers.
Ensure excellent CRM usage.

NON NEGOTIABLE QUALIFICATIONS

Alignment to Overflow’s mission to Inspire The World to Give founded on Christian Proverbs 11:24 “The world of the generous gets larger & larger.”
Agreement with Overflow Values which inspires Overflow Company Culture
Willingness to travel & participate in in person gatherings
Commitment to serving the evangelical Christian church space, alongside wider 501(c)3 non profit space

DESIRED TECHNICAL SKILLS & APTITUDES

You are deeply passionate and curious about the work of churches and nonprofits and how it can be accelerated through innovation and generosity.
You care about the details and won't stop until a solution is found.
You engage clients and partners from a place of authenticity and empathy, seeking to creatively problem solve to meet customer needs.
You're an outstanding verbal communicator that knows how to think on your feet and work with a team to develop innovative strategies that further the partnership.
You're an exceptional written communicator with a talent for making clients feel known and understood, and an ability to craft comprehensive, well-informed communications.
You are exceedingly organized and are skilled in managing and following up on many tasks at once.
You are ready to move fast and learn fast!
5+ years in a CSM, activation, or support role.
B2B experience is a must.
Experience on the staff of nonprofits or churches a huge bonus!