Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.

Engagement is the key to community. In today’s world, “online” or “digital” is no longer cutting edge. Phones have evolved into smartphones, and these personal devices are linking people everywhere to the outside world on their own terms. Now you can harness this cultural shift to connect people with your organization, driving engagement and participation.

About the Team:

In order to maintain a high level of Customer Care, the Team is dedicated to our customers above and beyond the expected measures. The perfect candidate is someone who can be fiercely loyal to our customers and end-users, their needs, and their expectations. Among the many duties the Support Team carries out, the core of what we do is create a culture that turns the Support process into a win/win for our company and the customer.

About the Position:

This role provides technical support and consultation for high-impact projects and issues within Customer Success (“CS”), primarily as they relate to our Products.

Key Responsibilities:

• Product Management:
• Oversees the Product launches for CS, including providing feedback, validating customer fit, speaking into communications plan, and ensuring resources are developed and communicated for staff and customer training
• Oversees the customer feedback pipeline for CS, including collecting data, putting together business cases, and recommending solutions.
• Assist in determining the Product roadmap
• Engineering Escalation:
• Oversees the overall process of escalations to Engineering from CS, follow ups, and communications with customers
• Communicates updates on active issues with CS
• Reports on current issues, blockers, and effectiveness to manager on a regular basis
• Strategic Support
• Ensures Strategic issues are addressed in a timely and effective manner
• Responsible for determining the technical validity and feasibility of special requests
• Works with Product/Engineering to implement custom solutions
• Operations
• Consults on large and/or more complex operational needs or changes for CS, including workflows, tooling, and reporting.
• Pre-Sales Consultation
• Consults with AEs and prospects for larger and/or more complex questions during the sales cycle
• Supports sales enablement team with platform details to ensure smooth transition of sales
• Advanced CS Support
• Provides advanced support and solutions for high profile and certain ENT customers, going beyond normal customer support to include creative consultation and relationship management

Basic Qualifications:

• Bachelor’s degree or comparable work history in relevant vertical
• Experience in a senior technical role, product role, or equivalent
• Expertise and experience in CS and customer vertical(s)

Preferred Skills:

• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Enjoys "getting their hands dirty" by digging into complex issues; curious with a love for problem solving
• Takes a high degree of ownership over their work
• Proven ability to work in a fast paced environment; ability to quickly adapt to new situations and think on your feet
• Exceptional time management, organization, and multi-tasking skills
• Technical acumen with experience in a variety of software; proficient in Microsoft Excel or Google Sheets
• Proactive mindset and minimum need for supervision
• Persistence and determination to deliver results
• Ability to manage multiple, concurrent support relationships
• Ability to anticipate change and adjust priorities accordingly
• Interest in implementing feedback and dedicated to the improvement of your skills and work
• A desire to help people and improve the customer experience
• Must be a team player - this role won’t work well if you don’t work well with others