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

About the Position:

We are searching for a professional to join our growing Customer Success Team. As a Self-Serve Implementation Specialist, you will be responsible for ensuring each new customer is provided the tools and education to fully adopt Pushpay’s donor management/church management software tools. In this role, you will manage the content and delivery cadences to new customers to maximize product adoption in their first 90 days of their contract. As part of our customer success-focused, results-driven organization, you will stay up-to-date with best-in-class implementation practices, monitor customer results, and continually optimize the program. 

Key Responsibilities:

• Assist customers in using a self-serve, semi-automated implementation program that delivers defined product adoption within first 90 days of contract
• Deliver success metrics/KPIs for the Self-Serve Implementation service 
• Identify actions needed to solve key problems/issues as they arise, and take necessary steps to improve program portfolio/performance 
• Identify and define future work projects to enhance Pushpay’s implementation service
• Ensure customers experience a flawless, automated software setup 
• Coordinate with other Customer Success teams to ensure a warm handoff and smooth transition for customers after their Implementation is complete 
• Tracking and reporting on customer feedback, which indicates a high level of customer satisfaction with the Self-Serve Implementation program 
• Contribute to higher renewal rates by delivering Speed to Value for customers in the “self-serve” segment 
• Update Implementation program content to reflect new/updated software features, as releases occur
• Maintain competency and troubleshooting ability with CRM, survey tool, LMS, and any other defined tools for the service 
• Be a part of Customer Success team events
• Achieve the Customer Success roadmap by defining what success will look like for specific projects 

Basic Qualifications:

• 5+ years of client facing/customer service experience, preferably on a Customer Success team
• Bachelor’s degree in Business or related field -OR- equivalent experience
• Proficient in computer desktop applications (MS Office, Apple iWork, browsers) 

Preferred Skills:

• Experience creating or managing a tech-touch customer program with demonstrated successes
• Demonstration of professional presentation skills to company executives 
• Experience helping non-technical audiences understand technical projects or topics
• Prior experience with Pushpay or Church Community Builder software, preferred 
• Project Management skills and ability to develop business cases for new services, a plus 
• Sets high standards of performance for self and others. 
• Sense of ownership and accountability
• Organized and strategic in finding ways to achieve goals, results-oriented
• Collaborates well with and motivates fellow team members
• Communicates well one-on-one, in small groups, and public speaking.
• Receives constructive feedback well and strives for improvement